Posted 20 May, 2026
ITSM Process Consultant
Diverse Lynx
Bengaluru,,560063
Full Time
Reference: 365_569689_26-00429
Description:
Role Summary
The ITIL Process Consultant will support the ITIL Process Harmonization initiative by performing detailed process assessments, documenting current and target states, and supporting improvement recommendations across ITSM practices.
Key Responsibilities
• Support ITIL process assessments through interviews, workshops, and documentation analysis
• Document current-state processes, pain points, and maturity levels
• Perform gap analysis against ITIL best practices and defined client standards
• Design future-state process flows, policies, work instructions, and templates
• Define process KPIs, metrics, and reporting requirements
• Support harmonization of processes across multiple teams, regions, or vendors
• Assist in preparing assessment reports, recommendations, and improvement roadmaps
• Work closely with tool and platform teams to ensure process feasibility
• Support change management and knowledge transfer activities
Required Skills and Experience
• 6+ years of ITSM / ITIL process consulting or service management experience
• Hands-on experience in ITIL process documentation and improvement initiatives
• Good understanding of ITIL v4 practices and lifecycle
• Experience in process modelling and documentation tools
• Strong communication and stakeholder interaction skills
• Ability to work collaboratively in multi-team environments
Certifications
• ITIL v4 Foundation (Mandatory)
• ITIL v4 Managing Professional modules (Preferred)
Role Summary
The ITIL Process Consultant will support the ITIL Process Harmonization initiative by performing detailed process assessments, documenting current and target states, and supporting improvement recommendations across ITSM practices.
Key Responsibilities
• Support ITIL process assessments through interviews, workshops, and documentation analysis
• Document current-state processes, pain points, and maturity levels
• Perform gap analysis against ITIL best practices and defined client standards
• Design future-state process flows, policies, work instructions, and templates
• Define process KPIs, metrics, and reporting requirements
• Support harmonization of processes across multiple teams, regions, or vendors
• Assist in preparing assessment reports, recommendations, and improvement roadmaps
• Work closely with tool and platform teams to ensure process feasibility
• Support change management and knowledge transfer activities
Required Skills and Experience
• 6+ years of ITSM / ITIL process consulting or service management experience
• Hands-on experience in ITIL process documentation and improvement initiatives
• Good understanding of ITIL v4 practices and lifecycle
• Experience in process modelling and documentation tools
• Strong communication and stakeholder interaction skills
• Ability to work collaboratively in multi-team environments
Certifications
• ITIL v4 Foundation (Mandatory)
• ITIL v4 Managing Professional modules (Preferred)
