{"id":3214066,"url":"https://alion.io/job/persistent-systems-itsm-process-and-reporting-consultan","title":"ITSM Process and Reporting Consultan","company":{"id":59479,"name":"Persistent Systems","domain":"persistent.com","url":"https://alion.io/company/persistent-systems","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Zwayam","truth_index":{"grade":"A","score":91,"open_postings":87,"ghost_share":0,"stale_share":0.345,"repost_share":0.011,"time_to_fill_p50_days":47,"computed_at":"2026-10-25T05:49:26Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"staff","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pune, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":15500,"max_usd":42000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":106},"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"CAPA","optional":false},{"name":"Freshdesk","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Jira","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-10-24T17:35:09Z","employer_posted_date":null,"last_verified_at":"2026-10-24T17:35:09Z","board_verified":false,"closed_at":null,"days_open":1,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":1},"description":"About Persistent\n\nWe are an AI-led, platform-driven Digital Engineering and Enterprise Modernization partner, combining deep technical expertise and industry experience to help our clients anticipate what's next. Our offerings and proven solutions create a unique competitive advantage for our clients by giving them the power to see beyond and rise above. We work with many industry-leading organizations across the world, including 20 Fortune 50 companies and 4 of the 5 top banks in both the US and India, and numerous innovators across the healthcare ecosystem.\n\nOur disruptor's mindset, commitment to client success, and agility to thrive in the dynamic environment have enabled us to sustain our growth momentum. Persistent has been recognized across top industry platforms for innovation, leadership, and inclusion. We reported $1,654.4M FY26 revenue with 17.4% Y-o-Y growth. We have delivered 24 sequential quarters of growth with $436.0M in Q4 FY26 revenue, up 3.2% Q-o-Q and 16.2% Y-o-Y growth. Our 27,500+ global team members, located in 18 countries, have been instrumental in helping the market leaders transform their industries. We have been recognized as the Fastest Growing IT Services Brand Globally in the 2026 Brand Finance IT Services 25 Report. We named a Leader in the Everest Group Private Equity (PE) Services PEAK Matrix® Assessment 2026 and Software Product Engineering PEAK Matrix® Assessment 2026.\n\nAbout Position\n\nThe ITSM Process Consultant is responsible for designing, assessing, improving, and governing IT service management processes that support reliable, efficient, and business-aligned service delivery. This role works closely with IT leadership, service owners, support teams, platform administrators, and business stakeholders to define process standards, drive ITIL-aligned practices, improve operational performance, and enable continual service improvement\n\nRole: ITSM Process and Reporting Consultant\nLocation: All Persistent Location\nExperience: 10+ Years \nJob Type: Full-Time Employment\n\nWhat You'll Do\n\nLead the design, review, and optimization of ITSM processes aligned with business objectives, service delivery goals, and ITIL best practices.\nAssess current-state service management processes, identify gaps, inefficiencies, control weaknesses, and improvement opportunities, and define future-state process models.\nDevelop and maintain process documentation including policies, procedures, workflows, process maps, RACI matrices, work instructions, and governance standards.\nDrive implementation and continuous improvement of core ITSM processes such as Incident, Problem, Change Enablement, Service Request, Service Catalog, Knowledge Management, Release Management, Configuration Management, and Asset Management.\nLead and support solutioning activities for RFPs, solution defense, and large-scale transition and transformation programs.\nPartner closely with Presales and Sales teams to support both new and existing business opportunities.\nPartner with service owners, operations teams, engineering teams, and platform administrators to translate process requirements into tool configurations and workflow automation within ITSM platforms such as ServiceNow, Freshdesk, Jira Service Management, or similar tools.\nDefine process controls, approval models, escalation paths, and compliance checkpoints to improve service quality, reduce operational risk, and support audit readiness.\nEstablish and monitor KPIs, SLAs, OLAs, and process health metrics such as incident backlog, first-call resolution, mean time to restore service, change success rate, request fulfillment cycle time, and problem resolution effectiveness.\nAnalyze performance trends, recurring incidents, service bottlenecks, and customer pain points, and recommend corrective and preventive actions.\nFacilitate workshops, stakeholder interviews, and process walkthroughs to gather requirements, validate operating models, and build alignment across technical and business teams.\nSupport organizational change management by preparing communications, training materials, knowledge articles, and adoption plans for new or revised ITSM processes.\nEnsure ITSM processes align with enterprise governance, risk, security, and compliance requirements, including internal controls and relevant standards such as ITIL and ISO/IEC 20000 where applicable.\nParticipate in service transition activities to ensure new or changed services are supported by clear operational processes, service support models, and ownership structures.\nProvide expert guidance on process integration points across service desk, infrastructure, application support, operations, vendor management, and business relationship management functions.\nPromote standardization, automation, and simplification of service management processes to improve user experience, operational efficiency, and service reliability.\nPrepare executive and operational reports that communicate process maturity, performance trends, risks, and improvement progress to leadership and stakeholders.\n\nExpertise You'll Bring\n\nDeep understanding of ITSM process design, governance, and continual service improvement.\nStrong consulting mindset with the ability to influence stakeholders and drive process adoption.\nExcellent facilitation, workshop management, and requirements elicitation skills.\nStrong documentation skills, including the creation of SOPs, process maps, operating procedures, and governance artifacts.\nAbility to balance standardization with practical business and operational needs.\nData-driven decision-making skills with the ability to interpret performance metrics and recommend targeted improvements.\nStrong organizational and time management skills, with the ability to manage multiple initiatives and priorities.\nAbility to work independently while collaborating effectively across geographically distributed teams.\nStrong customer-service orientation and commitment to service quality and user experience.\n\nBenefits\n\nCompetitive salary and benefits package\nCulture focused on talent development with quarterly growth opportunities and company-sponsored higher education and certifications\nOpportunity to work with cutting-edge technologies\nEmployee engagement initiatives such as project parties, flexible work hours, and Long Service awards\nAnnual health check-ups\nInsurance coverage: group term life, personal accident, and Mediclaim hospitalization for self, spouse, two children, and parents\n\nValues-Driven, People-Centric & Inclusive Work Environment\n\nPersistent is dedicated to fostering diversity and inclusion in the workplace. We invite applications from all qualified individuals, including those with disabilities, and regardless of gender or gender preference. We welcome diverse candidates from all backgrounds.\n\nWe support hybrid work and flexible hours to fit diverse lifestyles.\nOur office is accessibility-friendly, with ergonomic setups and assistive technologies to support employees with physical disabilities.\nIf you are a person with disabilities and have specific requirements, please inform us during the application process or at any time during your employment\n\nLet's unleash your full potential at Persistent - persistent.com/careers\n\nPersistent is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind.\n\nITSM,IT Service Management","description_format":"text","description_chars":7369,"description_truncated":false,"requirements":{"experience_years_min":10,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity","Flexible schedule","Growth opportunities","Hybrid work","Insurance coverage"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Health Care","Information Technology","IT Outsourcing & Dedicated Teams"],"lifecycle":[{"event":"open","at":"2026-10-24T20:09:15Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":0,"expected_fill_days":47,"reasons":["seen:0","velocity","win:early","comp:brand"],"computed_at":"2026-10-25T05:49:26Z"},"pay":null,"html_url":"https://alion.io/job/persistent-systems-itsm-process-and-reporting-consultan","json_url":"https://alion.io/job/persistent-systems-itsm-process-and-reporting-consultan.json","meta":{"generated_at":"2026-10-26T01:57:42Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":2490,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-27T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":59479},"rest":"https://alion.io/mcp/rest/get_company?id=59479"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fpersistent-systems-itsm-process-and-reporting-consultan"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fpersistent-systems-itsm-process-and-reporting-consultan"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fpersistent-systems-itsm-process-and-reporting-consultan"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/persistent-systems-itsm-process-and-reporting-consultan\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fpersistent-systems-itsm-process-and-reporting-consultan"}]}