ITSM Process Manager

Responsibilities:

• Own and manage key ITSM processes including Incident, Change, Problem, Request, Knowledge, CMDB, Asset, and Capacity
• Define and maintain process documentation such as RASCI charts, standard operating procedures (SOPs), and governance frameworks
• Collaborate with ITSM tool administrators and developers to align BMC Helix configurations with process requirements
• Monitor KPIs, SLAs, and compliance metrics to ensure continuous service improvement
• Lead internal process audits, identify gaps, and implement corrective and preventive actions
• Conduct workshops, reviews, and training sessions related to ITSM process adoption
• Coordinate with cross-functional teams including Service Desk, Infrastructure, and Applications to ensure effective process implementation
• Ensure CMDB data accuracy and maintain process linkage between tools
• Participate in tool upgrades, configuration updates, and workflow adjustments related to ITSM processes
• Act as a liaison between tool owners (BMC Helix/ServiceNow) and business stakeholders for successful rollout of process improvements