Lead Software Engineer - ITSM

Responsibilities

ITSM Consultant – ITSM Process & Tooling Alignment

Role Overview
We are looking for an experienced ITSM Consultant to support enterprise IT Service Management process alignment, governance, and tooling initiatives within a large international banking environment.

Key Responsibilities

·         Assess and improve Incident, Problem, Change, Request, Service Level, CMDB and Knowledge Management processes

·         Support process standardization and governance initiatives

·         Identify process gaps and define remediation recommendations

·         Support ServiceNow and OpenText SMAX alignment and optimization

·         Participate in workshops, stakeholder meetings and transformation activities

·         Provide documentation, knowledge transfer and implementation guidance

Tooling Expertise

·         ServiceNow (Incident, Problem, Change, Request, Knowledge and CMDB modules)

·         OpenText SMAX / Service Manager experience strongly preferred

·         Experience with enterprise ITSM platforms and process-tool alignment

Preferred Qualifications and Certifications

·         ITIL 4 certification

·         ServiceNow certifications

·         Banking or financial services experience

·         Audit, compliance and regulated industry exposure

·         ITSM migration, consolidation or CMDB improvement projects

Enterprise Experience

·         Large enterprise environment experience (over 5,000+ users)

·         Global or multi-country organization exposure

·         Experience in transformation, harmonization or process alignment programmes

·         Governance-driven operating model experience

Ideal Candidate Profile

An ITSM professional combining strong process expertise with hands-on ServiceNow experience and a proven track record in enterprise-scale transformation and governance environments.

Profile required

Mandatory Skills (Must Have)

·         Strong expertise in Incident, Problem and Change Management

·         Hands-on experience with Request Fulfillment, Service Level Management, CMDB and Knowledge Management

·         Practical ITIL v3/v4 implementation experience

·         Experience defining KPIs, SLAs and governance controls

·         7+ years of ITSM experience in enterprise environments