ITIL / ITSM Consultant
- Judge India Solutions
- 5 - 10 years
- Noida, Gurugram
- 2 months ago
- Email to a friend
- Report this job
Job Description
Job Title: Offshore ITIL / ITSM Consultant (US Hours Overlap)
Location: Offshore (Remote)
Working Hours: Must overlap with U.S. Central Time (CST) until at least 12:00 PM CST
Looking for an immediate joinee
Job Summary
We are seeking an experienced ITIL and ITSM Consultant to provide expert guidance, execution oversight, and strategic direction to our global IT operations, with a strong focus on Service Desk and L2 Support functions. This offshore role requires consistent overlap with U.S. Central Time (CST) until at least 12:00 PM CST. The ideal candidate will drive the implementation of ITIL-based industry best practices, improve process efficiency, and ensure service excellence across IT support operations.
Key Responsibilities
- Provide strategic direction and operational oversight for Service Desk and L2 Support teams.
- Analyze existing ITSM processes and recommend improvements aligned with ITIL best practices.
- Lead process optimization initiatives, including Incident Management, Problem Management, Change Management, and Knowledge Management.
- Mentor and guide support staff on ITIL concepts, process adherence, and performance excellence.
- Collaborate with stakeholders in the U.S. to align ITSM practices with business objectives.
- Develop and maintain process documentation, workflows, and performance metrics.
- Identify gaps in service delivery and propose scalable solutions.
- Ensure service levels and KPIs are clearly defined, tracked, and met consistently.
- Drive continuous improvement culture across IT support teams.
Requirements
- 5+ years of experience in IT Service Management, with hands-on implementation of ITIL practices.
- ITIL v3 or ITIL 4 Foundation certification (Intermediate or Expert level preferred).
- Strong understanding of Service Desk and Tier 2 support operations.
- Experience working with ITSM tools such as ServiceNow, BMC Remedy, Jira Service Management, etc.
- Demonstrated ability to lead process improvements and manage service transitions.
- Excellent communication skills, with the ability to work cross-functionally and with remote teams.
- Proven experience in offshore support models and stakeholder collaboration across time zones.
- Availability to consistently work overlapping hours with the U.S. (until 12 PM CST daily).
Preferred Qualifications
- Experience in enterprise environments with a global support structure.
- Knowledge of automation and AI/ML integration in ITSM processes.
- Deep knowledge of Microsoft System Center Service Manager (SCSM)
- Familiarity with DevOps or Agile methodologies is a plus.
- Bachelors degree in Information Technology, Computer Science, or a related field.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: OtherRole Category: OtherRole: OtherEmployement Type: Full timeContact Details:
Company: Judge India SolutionsLocation(s): Noida, Gurugram
Keyskills: ITIL Certified system center service manager jira service Bmc Remedy ITSM Servicenow
Similar positions
Judge India Solutions
The Judge Group is a professional services firm with 50 years of experience in providing technology, talent, and learning solutions. Our services are successfully delivered through a network of more than 35 offices in the United States, Canada, and India. The Judge Group serves more than 47 Fortu...
Job Listings
We are in open beta version of website, please let us know if any issues, at: info(at)indigojobs.in