Lead Software Engineer - ITSM

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.

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

We are committed to creating a diverse environment and are proud to be an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.