ITSM - Consultant

Cognizant is seeking a highly motivated and experienced ITSM Consultant to join our team. The ideal candidate will possess strong expertise in process improvement, operational efficiency, and IT Service Management (ITSM) practices. This role involves working with cross-functional teams to identify opportunities for improvement and optimize ITSM processes to drive business success

Location : Pune/Hyderabad

Key Responsibilities:

• ITSM Optimization:

o Assess current ITSM processes and identify areas for improvement based on ITIL best practices.

o Define and implement strategies for optimizing service delivery and management.

o Collaborate with IT teams to design and improve incident, problem, change, and configuration management processes.

o Develop metrics and KPIs to monitor the performance of IT services.

• Stakeholder Engagement:

o Work closely with stakeholders to understand business needs and align process improvements with organizational goals.

o Facilitate workshops and discussions to gather requirements and implement solutions.

o Prepare and deliver presentations to communicate findings, project status, and outcomes.

• Continuous Improvement:

o Drive a culture of continuous improvement by identifying and promoting best practices across the organization.

o Monitor and evaluate the effectiveness of implemented changes and make necessary adjustments.

• Leverage a proven track record to help clients with transformation initiatives, working with them to define project objectives, requirements, and deliverables in line with business needs.
• Develop and execute project plans, including a detailed work breakdown structure, timeline, and resource allocation.
• Establish and maintain effective communication channels with team members, stakeholders, and senior clients.
• Gen AI/Agentic AI Knowledge and have hands on experience on Agentic AI implementation with AIOPs/Smart Ops experience
• Strong knowledge on Service Reliability, Automation and implementation experience on Tools
• Apply project management best practices and methodologies to standardize approaches across client environments.
• Monitor and control project progress, identify risks, and proactively propose and implement mitigation strategies to keep projects on track.
• Conduct regular project status meetings and provide timely and accurate updates to stakeholders.
• Experience in engaging IT and Business stakeholders, project sponsors and key leadership team on program health assessment, risk management, governance, and delivery
• Knowledge and experience in frameworks such as value realization, benefits management, program road-mapping, KPI / OKR / KRO definition for programs
• Facilitate the adoption and adherence to project governance and change control processes.
• Provide guidance and mentorship to project team members to optimize their performance and drive successful project outcomes.

Contribute to business development efforts including proposals, project estimations, and client negotiations

Qualification:

• Bachelor’s or Master’s degree in technology, Management studies (or similar field).
• ITIL V3 or V4 Expert required
• Strong knowledge of ITSM frameworks and tools (e.g., ServiceNow, BMC Remedy).
• Excellent analytical, problem-solving, and decision-making skills.
• Strong communication and interpersonal skills to interact with diverse teams and stakeholders.
• Ability to manage multiple projects simultaneously and deliver results within deadlines.
• Strong knowledge and understanding of ITSM and Organizational change management methodologies, tools, and techniques.ITSM principles, methodologies, and tools.

Please send resume to jwalesh.b@cognizant.com