IT Service Management Toolset Lead

About the role

This role ensures that ITSM tools (e.g., ServiceNow, Jira Service Management, or equivalents) deliver robust, standardized, and scalable service delivery capabilities across Incident, Request, Problem, Change, CMDB, Knowledge, and Asset processes. The Lead will partner with Service Desk, Infra, Apps, Security, and SIAM partners to drive platform governance, automation, and continuous improvement.

What you'll do

• Lead the design, optimization, and rollout of ITSM modules such as Incident, Request, Problem, Change, CMDB, Knowledge, Asset, Service Catalog
• Drive automation-first operations, developing workflows, rules, orchestration, and end‑to‑end automated fulfillment using ITSM automation engines, integration hubs
• Establish and maintain ITSM configuration standards, governance models, reusable templates, and best practices to ensure consistent global adoption
• Coordinate platform upgrades, enhancements, regression testing, and feature deployments; ensure seamless adoption and operational readiness across teams
• Ensure CMDB health and accuracy, managing discovery integrations, service mapping, CI relationships, dependency mapping, and lifecycle governance

What you need

• 6–10 yrs of experience
• ITIL
• ServiceNow
• JIRA
• Documentation
• Reporting
• Process improvement
• B.Tech or B.E. or B.Sc or BCA or Class 12

Good to have

• Regression testing