Senior ITSM Consultant ( ManageEngine Expierence)

Scope of Work :

• Conduct analysis and engineering of technology processes, SLAs, service metrics (KPIs), policies, and procedures to enhance efficiency and effectiveness.
• Improve and formalize process documentation, including diagrams, forms, and templates, to align with management expectations and industry best practices.
• Enhance and refine the technology service management processes and procedures to ensure agility in adapting to business changes, technological advancements, and service delivery requirements.
• Streamline and optimize operational frameworks to improve service efficiency and effectiveness.
• Develop governance and compliance services that align with existing technology strategy and business objectives.
• Review and refine technology performance measurement frameworks, including KPIs, automation tools, and implementation metrics, to enhance evaluation processes and provide actionable insights.
• Ensure compliance with all technology functions, implementations, and practices with internal policies, regulatory standards, and industry best practices.
• Conduct compliance assessments, reporting, and gap analysis to identify corrective measures and enhance compliance maturity.
• Plan and deliver governance-related knowledge transfer, communication strategies, awareness sessions, and supporting materials to strengthen compliance and governance practices.

Requirements

5–8 years total in IT service management, with 3+ years focused on governance, process design, and KPI / reporting.

Demonstrated delivery of process optimization initiatives, streamlining Incident / Change / Request, improving SLA attainment.

Proven experience designing and operationalizing KPIs / SLAs / OLAs, with dashboards and periodic service reviews.

Hands-on configuration and administration of an ITSM platform (ManageEngine SDP preferred), including workflows, SLAs, notifications, and reports.

Track record of conducting compliance assessments & gap analyses, documenting findings, and driving remediation plans.

Experience facilitating workshops (process discovery, pain-point analysis, RACI, value stream mapping) and creating high-quality process documentation.

Participation in or leadership of audits (internal / external) and evidence management.

Experience training and enabling stakeholders (knowledge transfer, awareness sessions, governance communication).

Strong command of ITIL v4 practices (Incident, Problem, Change, Request, Service Catalog, CMDB, SLA / OLA / UC design).

Service portfolio & service mapping, value stream mapping, and demand / capacity concepts.

Working knowledge of COBIT (governance & control objectives).

Familiarity with ISO / IEC 20000 (IT service management) and ISO / IEC 27001 (information security) control alignment.

Policy & procedure lifecycle : drafting, versioning, approval workflows, and control mapping.

Designing SLA / OLA / KPI frameworks, targets, and measurement methods.

Building and maintaining operational dashboards and scorecards; trend and root-cause analysis.

Intermediate SQL for data extraction / validation from ITSM or data warehouse.

Proficiency with BI tools (Power BI or Tableau) for interactive dashboards, DAX / calculations, and data modeling.

Excel at an advanced level (pivot tables, Power Query, lookups).

Creation of process maps using BPMN; RACI, SIPOC, and procedure / work-instruction authoring.

Template and form design aligned to governance standards.

Hands-on configuration of at least one enterprise ITSM platform (ManageEngine ServiceDesk Plus, ServiceNow, Jira Service Management) : workflows, business rules, notifications, SLAs / escalations.

Exposure to automation / orchestration (Power Automate, platform-native workflow engines) for approvals, routing, and data quality checks.

Basic scripting (PowerShell or Python) for data handling and admin tasks.

Control design, evidence collection, and gap analysis techniques.

Compliance reporting, exception management, and remediation tracking.

Release / patch governance for ITSM platforms, regression validation, and change calendars.

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