Itsm Consultant

Job Title: ITSM Consultant

Experience: 6-12 Years

Interview Mode:Virtual

Interview Date: 23-Sep-26

Interview Location:Delhi/NCR

Must Have :

Job Description

TCS is seeking an experienced IT Service Management (ITSM) Consultant with 6 years of experience in IT Service Management, Service Delivery, IT Operations, and ITIL-based process governance. The ideal candidate should have expertise in managing ITSM processes, driving service improvements, and ensuring operational excellence across enterprise environments.

Key Responsibilities

• Manage and improve ITSM processes including Incident, Problem, Change, Request, and Service Level Management.
• Ensure compliance with ITIL best practices and organizational policies.
• Monitor and report on SLAs, KPIs, and service performance metrics.
• Conduct Root Cause Analysis (RCA) and implement corrective and preventive actions.
• Drive Continual Service Improvement (CSI) initiatives across IT services.
• Coordinate Change Advisory Board (CAB) meetings and change implementation activities.
• Collaborate with stakeholders, vendors, and support teams to improve service quality.
• Prepare governance reports, dashboards, audits, and management presentations.

Required Skills

Strong expertise in ITIL Framework & ITSM Processes
Hands-on experience with ServiceNow, BMC Remedy, Jira Service Management, or similar ITSM tools
Incident, Problem, Change, Request & Knowledge Management
Service Level Management (SLM), KPI & SLA Monitoring
Root Cause Analysis (RCA) and Service Improvement Initiatives
IT Operations, Governance & Compliance Management
Stakeholder and Vendor Management

Preferred Skills

• ITIL Foundation/Intermediate Certification.
• Experience in Service Delivery and IT Operations Management.
• Knowledge of CMDB, IT Asset Management (ITAM), and Service Catalog Management.
• Exposure to Automation, Reporting, and Process Optimization initiatives.
• Strong analytical, communication, and stakeholder management skills.