Job Description
An ITIL Process Consultant defines, governs, and optimizes IT Service Management (ITSM) processesspecifically Incident, Problem, and Change Managementto ensure operational excellence and compliance. They bridge the gap between business needs and IT operations by analyzing current workflows, designing improvements, and leading Continuous Service Improvement (CSI) initiatives.
Key Responsibilities
- Process Design & Implementation: Define, document, and implement ITSM frameworks, policies, and procedures aligned with ITIL best practices.
- Governance & Compliance: Act as process owner or expert, overseeing Change Advisory Board (CAB) meetings and ensuring strict adherence to SLAs and KPIs.
- Process Improvement: Perform gap analysis on current IT infrastructure, identify bottlenecks, and drive remedial actions.
- Performance Monitoring: Utilize, report, and analyze metrics (KPIs) to drive automation, incident reduction, and efficiency improvements.
- Stakeholder Management: Collaborate with technical teams, vendors, and senior management to align IT services with business goals.
- Documentation & Training: Create process documentation, workflows, and conduct training sessions for teams.
Required Skills And Qualifications
- Certification: ITIL Foundation (minimum), with ITIL V3/V4 Intermediate or Expert certifications highly preferred.
- Experience: 510 years of experience in ITSM process consulting, IT operations, or process re-engineering.
- Technical Knowledge: Deep understanding of ITIL processes (Incident, Problem, Change, Configuration).
- Tool Expertise: Proficiency in ITSM tools, particularly ServiceNow.
- Soft Skills: Strong analytical, troubleshooting, communication, and presentation skills.
Responsibilities
NA
Qualifications
NA
About Us
At Zensar, we're
experience-led everything. We are committed to conceptualizing, designing, engineering, marketing, and managing digital solutions and experiences for over 130 leading enterprises. We are a company driven by a bold purpose:
Together, we shape experiences for better futures. Whether for our clients, our people, or the world around us, this belief powers everything we do. At the heart of our culture is
ONE with Client - a set of four core values that reflect who we are and how we work:
One Zensar, Nurturing, Empowering, and Client Focus.
Part of the $4.8 billion RPG Group, we're a community of 10,000+ innovators across 30+ global locations, including Milpitas, Seattle, Princeton, Cape Town, London, Zurich, Singapore, and Mexico City. Explore Life at Zensar and join us to Grow. Own. Achieve. Learn. to be the best version of yourself.
We believe the best work happens when individuality is celebrated, growth is encouraged, and well-being is prioritized. We are an equal employment opportunity (EEO) and affirmative action employer, committed to creating an inclusive workplace. All qualified applicants will be considered without regard to race, creed, color, ancestry, religion, sex, national origin, citizenship, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veteran status.
