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ITSM Process Owner

Career

Education

Graduation

Experience

5+ years

Total Openings

1 New Opening

Location

Bangalore

Job Description

We are looking for an experienced ITSM Specialist with 5+ years of expertise in IT Service Management processes and tools. The ideal candidate should have strong knowledge of ITIL frameworks, excellent analytical skills, and the ability to drive process improvements across IT operations.

Key Responsibilities

Manage and implement ITSM processes (Incident, Problem, Change, Service Request, CMDB, etc.)

Ensure compliance with ITIL best practices across the organization

Work closely with cross-functional teams to streamline and enhance service management workflows

Monitor and report KPIs, SLAs, and service performance

Lead root cause analysis and continuous improvement initiatives

Support configuration and administration of ITSM tools (ServiceNow, BMC Remedy, Jira Service Management, etc.)

Create and maintain documentation for ITSM processes and procedures

Requirements

  • 5+ years of experience in IT Service Management
  • Strong understanding of ITIL framework (ITIL certification preferred)
  • Hands-on experience with ITSM tools such as ServiceNow, Remedy, or equivalent
  • Excellent analytical, communication, and stakeholder management skills
  • Ability to manage multiple tasks and drive process improvements
  • Maintain records of the conversations with the customer and analyze the data.
  • Handling customer queries on Chat and E-mails.
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Work with us

SourceMash Technologies is a leading solution provider for internet-based applications and product development since 2008. Be a part of our company that is facilitated by highly skilled professionals dedicated to providing total IT solutions under one roof. We offer remarkable services in the areas of Software Development, Quality Assurance, and Support.

Welcome Kit

An employee welcome kit, like Custom Notepad, T-Shirt, Water Bottle etc., is also included in employee welcome packages onboard.

Medical Insurance

SourceMash Technologies offers the best employee health insurance benefit to their employee's family members under the same policy.

Paid Leaves

Annual leaves are paid at the payment rate in the working period before the leave, and no untaken leaves can be considered part of the mandatory notice periods.

Locations

MOHALI - HQ MOHALI - HQ

F-384, Sector 91 Phase 8-B, Industrial Area Mohali, Punjab 160055, India Tel: +91 9115 592606

BANGKOK BANGKOK

159/37 Sermmit Tower Sukhumvit Soi 21, Suite 2301 Wattana, Bangkok 10110, Thailand Tel: +66 2180-6103

TORONTO TORONTO

88 Queens Quay West RBC Waterpark, Suite# 2500 Toronto, Ontario M5J 0B8, Canada Tel: +1 888-991-7071

NEW YORK NEW YORK

1441 Broadway Suite 6084 New York City, New York 10018, USA Tel: +1 888-991-7071

BENGALURU BENGALURU

Block B, Bridge Tech Park, No. 134/1 & 134/2 Pattandur Agrahara, Whitefield Post, Bengaluru 560066, India Tel: +91 9115 592606