35 Problem Management Specialist jobs in India
IT Service Management Specialist/Associate Director, Service Management Specialist
Posted today
Job Viewed
Job Description
Brand: HSBC
Area of Interest:
Location:
Hyderabad, TG, IN,
Work style: Hybrid Worker
Date: 24 Oct 2025
Some careers shine brighter than others.
If you're looking for a career that will help you stand out, join HSBC, and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.
HSBC is one of the largest banking and financial services organizations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realize their ambitions.
We are currently seeking an experienced professional to join our team in the role of Associate Director, Service Management Specialist
In this role you will:
- Maintain and oversee the IT Service Incident Response and Recovery INCM.1 Control, Operating Instructions, procedures, and supporting documentation.
- Operate processes to ensure Controls and performance are met and can be evidenced, whilst oversee key forums, materials, and MI reporting.
- Contribute towards Continuous Improvement process through data analytics, stakeholder and management feedback, and industry best practices
- Support engagements with Audit, 2LOD, GCOO, and external parties on Control or process-related reviews and queries, and drive remediation of any resulting Audit actions, Helios risks, MSIIs etc
- Respond to changing organisational needs and help ensure processes and controls remain relevant and effective.
- Build effective and supportive working relationships throughout IT Service Management and with stakeholders across various GBGIs.
To be successful in this role you should meet the following requirements:
- Experience in service management processes like Incident, Change, Problem, Service Level Management and or relevant working experience.
- Self-motivated and an enthusiastic attitude.
- Experience or knowledge of IT control framework, understanding of risk culture in a financial institution.
- The ability to deliver in a pressurised time critical environment, prioritising own and team workloads.
- Knowledge/Experience of Service Management policies, standards and processes.
- General understanding of IT software, hardware, networks and operations.
- Formal certification in Service Management (such as ITIL qualification) and/or relevant working experience.
- Excellent communication, inter-personal and negotiating skills, focusing on verbal, remote and written communications, inclusive of ability and experience in interacting with senior management.
- Excellent leadership skills and people management experience.
- Good decision making and problem-solving ability.
- Strong analytical skills to understand and use metrics to draw conclusions.
- Situational Leadership.
You'll achieve more when you join HSBC.
is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working, and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.
Issued by - HSBC Software Development India
IFS Field Service Management
Posted 11 days ago
Job Viewed
Job Description
Role - IFS FSM / PSO Consultant
Experience : 4+ Years
Location : Pan India
Work Mode : Hybrid
Required Qualifications:
- Hands on experience and knowledge of IFS FSM Cloud, V10, AURENA Technology and functions
- Aware of IFS tools like Scope Tool, Click learn and other related tools
- Domain knowledge Telcom (preferrable), EPCI, Manufacturing, Retail Logistics, Services (one or more)
- Handled Solutions, functional architecture for an IFS FSM Implementation program on one or more domains listed above
- Minimum 4 years of experience in IFS FSM Implementation projects
- Minimum two e2e implementation experiences in FSM/PSO
- Should have the knowledge of all the associated IFS modules and integration steps used in the project
- Ability to drive the areas from various work streams within FSM solution
- Ability to set expectation and manage the expectations with the customer
- Ability to identify any requirements in advance and communicate to right team with proper lead time
Intrested can share cv @
Service Management/ Senior Consultant Specialist
Posted 1 day ago
Job Viewed
Job Description
Brand: HSBC
Area of Interest: Technology
Location:
Hyderabad, TG, IN,
Work style: Hybrid Worker
Date: 21 Oct 2025
Some careers shine brighter than others.
If you're looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.
HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.
We are currently seeking an experienced professional to join our team in the role of Senior Consultant Specialist.
In this role, you will:
+ New, modified or retired services meet the expectations of the business as documented in the service strategy and service design stages of the lifecycle.
+ Define, document and agree the business services offerings attributes, knowledge articles and content.
+ Identify and mitigate blockers across deliverables.
+ Be an intermediate focal point for all the escalations matters and drive for resolution & root cause analysis.
+ Proactively identify problem and resolve, make decisions based on sound, rational judgment and stakeholder needs. Provide suggestions for the improvement of existing knowledge & content management.
+ Own and analyse customer requirements, feedback & issues and look at effectively completing them. Strive to deliver outstanding customer service and drive to achieve/improve exceptional customer loyalty, satisfaction.
+ Identify services changes from cyber function and other integration Items, including their attributes and relationships for implementation and update service catalogue.
+ Team Interaction & Training and Knowledge Sharing
+ Operate as part of a global team and responsible for delivery of cyber security services.
+ Ensure adherence to the three lines of defense organisational model with clear lines of responsibility, accountability and segregation of duties.
+ Ensure compliance with internal audit and external regulators that any organisational changes are fit for purpose and meet their expectations
+ Lead & manage team of consultants, analysts & contracts to support & drive the short-term assignments.
+ Performance Management responsibility and support career development of team.
To be successful in this role, you should meet the following requirements:
- 8+ years of experience in Service Management with at least 4-5 years of experience working on Service Catalogue, Service Request, Knowledge & content management.
- Must have good exposure to Agile Scrum practices and methodology
- Strong knowledge of ITSM processes and familiarity with other ServiceNow modules
- Demonstrated experience in designing and transition process-based services
- Ability to transform Business Requirement into Business Process.
- Proven ability to lead and facilitate business/technical discussions and training sessions
- Excellent verbal, active listening and written communications skills along with demonstrated facilitation, presentation and stakeholder management skills
- Proven analytical and problem-solving skills
You'll achieve more when you join HSBC.
is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.
Issued by - HSBC Software Development India
Information Technology Service Management Specialist
Posted 5 days ago
Job Viewed
Job Description
BMC is looking for a Lead System Administrator to join our amazing team!
In this role, you will be a part of a team of system administrators, responsible for providing Windows, Linux, AWS, Kubernetes, Docker & Virtualization support on VMware & Cloud technology. You will maintain and support all OS platform, Private, and public cloud deployment.
Here is how, through this exciting role, YOU will contribute to BMC's and your own success:
- Develop, configure, and maintain ITSM workflows, modules, and integrations.
- Implement automation and AI/ML-driven solutions (chatbots, predictive service management, workflow optimization) to improve service outcomes.
- Partner with stakeholders to gather requirements, design scalable solutions, and deliver enhancements.
- Ensure ITIL-aligned processes (Incident, Problem, Change, Request, Knowledge) are effectively supported and optimized.
- Provide advanced technical support for ITSM platforms, including complex troubleshooting, root cause analysis, and resolution of high-priority issues.
- Collaborate with operations teams to ensure platform reliability, performance tuning, and proactive monitoring.
- Integrate ITSM platforms with enterprise applications, monitoring tools, and cloud services.
- Mentor junior team members and contribute to development best practices.
- Stay updated on emerging ITSM, AI, and automation trends to propose innovative solutions.
To ensure you’re set up for success, you will bring the following skillset & experience:
- Bachelor’s degree in computer science, Information Systems, or equivalent experience.
- 5+ years of hands-on ITSM development experience (BMC Helix ITSM - Digital Workplace (DWP), Business Workflow).
- Proficiency in programming/scripting (Java, JavaScript, Python, SQL, REST APIs).
- Proven track record in implementing automation within ITSM platforms.
- Solid understanding of ITIL practices and enterprise IT operations.
- Experience in system integrations across ITSM and enterprise ecosystems.
- Experience providing advanced production support, including incident resolution, performance troubleshooting, and issue prevention strategies.
- Hands-on experience with BMC Helix ITSM / BMC Remedy development and administration.
- Hands-on experience with BMC Innovation Studio
- Exposure to AI/ML in ITSM (intelligent routing, NLP chatbots, predictive analytics).
- Familiarity with cloud platforms (AWS, Azure, GCP) and containerized deployments (Docker, Kubernetes).
- ITIL v3 or v4 Certification.
Information Technology Service Management Analyst
Posted 5 days ago
Job Viewed
Job Description
Job Description:
Role : Lead Functional Analyst- ITSM
Mandatory skills : ITSM, ITAM, ServiceNow, Service Request Management, ITIL
Experience : 8-12 years
Location : Bangalore
Role Description:
We are seeking a motivated Lead Functional Analyst to join our dynamic DIOE - ESM
Applications & Processes team. This is an exciting opportunity to drive continuous
improvement within our framework, significantly impacting our operational efficiency
and user satisfaction.
About the Role
As the Lead Functional Analyst, you will be a key player in defining, maintaining, and
enhancing our processes. You will collaborate extensively with several stakeholders and
various divisions, ensuring process harmonization and alignment across the enterprise.
A significant focus of this role is to prepare for the future by exploring and implementing
cutting-edge solutions, particularly around Generative AI, within our ServiceNow
environment to further optimize our process.
Key Responsibilities
Process Ownership & Optimization
● Define the vision, strategy, and roadmap for the ITSM process in line with
PSL/Product priorities. Request management will be a primary focus process to
start with.
● Enforce policies, procedures, and standards to ensure consistent execution.
● Act as the primary point of contact and ultimate authority for all aspects of the
request management process.
● Drive process governance at Airbus Group level and worldwide (including
alignment with AH, ADS and roofs)
● Serve as the primary owner and subject matter expert for the end-to-end Request
Management process, ensuring its alignment with business objectives and ITIL
best practices.
● Continuously analyze, evaluate, and identify opportunities for improvement within
the E2E process lifecycle, focusing on efficiency, effectiveness, and user
experience.
● Design, develop, and implement process enhancements and new workflows,
ensuring seamless integration with existing IT service management processes.
● Drive efforts to reduce the overall fulfillment time and ensure requests created
are fulfilled through automated or self-service which helps in achieving proactive
process optimization.
● Ensure process documentation (e.g., policies, procedures, manuals) is current,
accurate, and readily accessible.
● Maintain the end-to-end workflow, from submission to fulfillment.
● Continuously review the process for inefficiencies, bottlenecks, and areas for
improvement, implementing changes to enhance user experience and
operational efficiency.
● Oversee the development, management, and maintenance of the Service Catalog,
ensuring it is user-friendly, accurate, and comprehensive.
● Collaborate with service owners and PSLs/domains to define and onboard new
request able services into the catalog.
Cross-Functional Collaboration & Harmonization
● Act as a central point of contact for Request management process queries and
escalations across the organization.
● Champion process harmonization initiatives, ensuring consistent application of
request management principles and practices across different organizational
silos.
● Build strong, collaborative relationships with cross-functional teams to ensure
effective communication and mutual understanding regarding request
processes.
Feature Implementation & Enhancement
● Lead the entire lifecycle of new feature implementation within the request
process, from requirements gathering and design to testing, deployment, and
post-implementation review.
● Work closely with ServiceNow administrators and developers to translate
process requirements into technical solutions within the platform.
Transversal Topics : Generative AI (GenAI) Integration & Innovation
● Research emerging GenAI capabilities and trends, specifically focusing on their
applicability within the enterprise ITSM tool (ServiceNow).
● Propose and champion innovative GenAI-driven solutions to enhance the
Request management process.
● Collaborate with innovation and development teams to prototype, test, and
implement GenAI solutions so as to enhance process efficiency.
Tool Expertise
● Possess a general functional understanding of ServiceNow's Request
Management module and related ITSM,ITAM applications.
● Work directly within ServiceNow to configure workflows, rules, and forms to
support process requirements.
● Stay current with new ServiceNow features and releases, assessing their
potential impact and benefits for request management.
We are looking for candidates with the following skills and experience:
● Educated 4-year degree level (or equivalent) in Information Technology
● > 5+ years’ experience in this role or equivalent
● Scrum / Safe methodology
● Strong work ethic, initiative, and attention to detail
● Is able to make his ideas heard. Take risks based decisions.
● Is able to Influence and impact - ability to identify key stakeholders to engage,
challenge them and get their buy in.
● Is keen to be developed and develop others.
● Embrace diversity and background of thought, and use the collective intelligence
● General knowledge of ServiceNow and its foundations
● Manage IT/Business Change & Customers Expectations & Needs
● Ability to work and communicate in a multicultural environment, spanning across
different cultures.
● Risk based approach, creative and Innovative thinking
● Strong & Excellent communication skills with the ability to synthesize complex
information and present them to different stakeholders.
● Leadership, Team Player and collaborative mind-set
● Ability to get involved in various initiatives related to processes and willing to
support organizational needs that span beyond the day-to-day activities.
● Good knowledge and experience on Service Now technology
● Follow Hybrid WoW efficiently
Measures of success and outputs
The role will be measured by the following business measures:
● Analyze and understand business technical & functional requirements
description of matching products and technologies
● Conduct in-depth discovery meetings, targeted at understanding,
capturing and identifying the complex business requirements and
operational objectives of the customer, with our recommendations on
automation/Best practices & best solutions adapted to their needs
● Develop a solid understanding of the customer's existing business and
business processes ideally end-to-end, the key drivers and measures
of success for the
● Identify areas for improvement in business processes providing
possible IT solutions compliant with our global strategy
● Supports the different IT ESM Product Manager in the Product/Service
Planning based on the customer requirements
● Define & develop the required specification documents to be reviewed
with stakeholders and Product team members
● Serve as liaison between Product Management teams and technical
resources during product
● Follow the development and implement to ensure integrity of the
solution delivered with Product’s team support.
● Continuously look for opportunities to increase/optimize efficiency of
operations.
SAP ECC Service Management Consultant
Posted 9 days ago
Job Viewed
Job Description
We're Hiring: SAP ECC Service Management Consultant
Location: Bangalore (Local candidates only)
Work Mode: Hybrid (3 days in-office)
Shift: UK Shift (2 PM 11 PM IST)
Salary: Up to 30LPA
We are looking for an experienced SAP ECC Service Management professional with 10+ years of strong hands-on experience. This is an exciting opportunity to be part of a dynamic team and work on impactful projects with global stakeholders.
Key Responsibilities:
Configure and optimize Service Orders, Service Contracts, Subscription Orders, Service Billing Plans, Confirmations, and Warranty Management
Design new service order document types: In-house Repairs, Field Service, and Claim Submissions
Set up and link Service Contracts to Service Orders for effective cost and revenue collection
Develop functional specification documents to support integration programs
Set up advanced billing and revenue recognition processes linked to service orders
Drive Salesforce-SAP integration with appropriate process mapping
Lead implementation phases and provide post-go-live support
Collaborate with cross-functional teams and deliver training sessions
Preferred Experience:
SalesforceSAP integration experience
If you're a passionate SAP SM expert looking for your next challenge, lets connect!
Send your CV:
call
Enterprise Service Management (ESM) Solution Architect
Posted 2 days ago
Job Viewed
Job Description
At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.
**What you'll build**
As a IT Senior Architect in our dynamic team, you will play a pivotal role in shaping the future of the Enterprise Service Management platform at SAP. You will collaborate closely with business leaders, product managers, and technical experts to design, implement, and optimize solutions for many lines of business (HR, Finance & Administration, Learning, Sales, etc)
In your daily work, you will
+ define and implement robust solutions for the Enterprise Service Management platform at SAP, aligning with business objectives and industry best practices.
+ drive technical decision-making, provide architectural guidance, and conduct technical reviews.
+ work seamlessly within an agile environment, collaborating with cross-functional teams to deliver high-quality solutions efficiently.
+ identify and resolve complex technical challenges, leveraging your deep understanding of technology and problem-solving skills.
+ stay abreast of emerging technologies and industry trends, driving innovation and continuous improvement within the team
**What you bring**
+ At least 8 years of experiences with minimum 5 years of proven experience in designing and implementing complex enterprise solutions, preferably in the ITSM/ESM domain.
+ Strong educational qualifications (Bachelor or Master in IT, Software engineering, Business Informatics or related fields).
+ Professional experience in full-stack development, including knowledge of SAP Cloud Application Programming Model (CAP).
+ Proficiency in developing web applications using SAPUI5/Fiori and other UI technologies such as Angular, React integrating with multiple backend(s) via API(s) and other promise based frameworks.
+ Working knowledge and deep understanding on Database technologies like SQL/No-SQL/In-memory/Index Database(s) with both on prem and cloud containers exposure.
+ Strong foundation in Java programming and experience in leveraging Spring Boot framework.
+ Excellent technical skills in SAP CDS/CQN, OData/REST/SOAP based services, HANA, XSUAA/OAuth2/JWT.
+ Practical experience with SAP BTP (deployment, monitoring, entitlements).
+ Proficiency in CI/CPI/APIM/IFlows Integration with OnPrem and Cloud systems.
+ Conceptual and working knowledge preferred on containerisation and deployment technologies like Docker, Kubernetes, Cluster(s) orchestration, management and basic concept of Serverless deployment(s).
+ Exposure to basic AI terminology, data modelling and consumption of AI services stacks.
+ Previous experience with SAP ESM, CRM, or Service Cloud solutions is a plus
**Where you belong:**
We are responsible for harmonizing and optimizing SAP's business support processes on a user-centric, innovative platform, based on SAP ESM. By creating this solution, we serve all SAP lines of business, Employees, Customers and Partners.
**Bring out your best**
SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.
**We win with inclusion**
SAP's culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone - regardless of background - feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team:
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy ( . Specific conditions may apply for roles in Vocational Training.
**EOE AA M/F/Vet/Disability:**
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability
Successful candidates might be required to undergo a background verification with an external vendor.
Requisition ID: | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.
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Application Engineer - Enterprise Service Management (ESM)
Posted 2 days ago
Job Viewed
Job Description
At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.
**What you'll build**
As an Application Engineer, you will be a key contributor to the development of the new Enterprise Service Management platform at SAP, based on SAP ESM. You will collaborate closely with product owners, process consultants and technical experts to design, implement, and optimize solutions for many lines of business (HR, Finance & Administration, Learning, Sales, etc).
In your daily work, you will
+ primarily design and build scalable, secure, and high-performing applications. You will be responsible for the full development lifecycle, from initial design to deployment and maintenance.
+ create clean, efficient, and well-documented code. You will also participate in code reviews to ensure quality and continuous improvement.
+ work with cross-functional teams, including product managers, process consultants, and software architects, to define new features and ship a high-quality product in an Agile environment.
+ optimize and automate the software delivery pipeline, including implementing automated testing to ensure frequent and reliable releases
**What you bring:**
+ Proven experience in designing and implementing enterprise solutions, preferably in the ITSM/ESM domain.
+ Strong educational qualifications (Bachelor or Master in IT, Software engineering, Business Informatics or related fields).
+ Solid understanding of microservices architecture.
+ 3 to 5 years of experiences in full-stack development, including knowledge of Cloud Application Programming Model (CAP).
+ Experience in developing web applications using SAPUI5/Fiori.
+ Foundation in Java programming and experience in leveraging Spring Boot.
+ Work experience with SAP CDS/CQN, oData/REST/SOAP based services, HANA, XSUAA/OAuth2/JWT.
+ Practical experience with SAP BTP (deployment, monitoring).
+ Customer centric mindset with strong service and can-do attitude.
**Where you belong:**
We are responsible for harmonizing and optimizing SAP's business support processes on a user-centric, innovative platform, based on SAP ESM. By creating this solution, we serve all SAP lines of business, Employees, Customers and Partners.
**Bring out your best**
SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best
**We win with inclusion**
SAP's culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone - regardless of background - feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team:
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy ( . Specific conditions may apply for roles in Vocational Training
**EOE AA M/F/Vet/Disability:**
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability
Successful candidates might be required to undergo a background verification with an external vendor.
Requisition ID: | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.
Service Management Specialist (WALK-IN-DRIVE)
Posted 5 days ago
Job Viewed
Job Description
Greetings!
TCS is hiring.
Role: Service Management Specialist (Configuration Management)
EXP: 4-6 YEARS
LOCATION: Bengaluru
** Weekday Walk-In-Drive**
Date- 25-Oct-25 (Saturday)
Job Description
The associate oversees day-to-day operations of configuration management, planning, coordinating and directing activities that will help in managing and enhancing the CMDB and the process.
Responsibilities:
- Identifies the CIs and products.
- Plans and manages a population of the Configuration Management System.
- Controls the receipt, identification, storage, and withdrawal of all supported CIs.
- Provides and maintains information on CMDB.
- Directs, prioritizes and schedules audits, ensures that any corrective action identified in Process and/or Database audits are carried out.
- Interfaces with other processes and CI owners to ensure they follow the defined Configuration Management process.
- Ensure regular housekeeping of the CMDB.
- Provide reports, including management reports and configuration status accounting reports.
- Manage interfaces with other processes and organization functions.
- Train people in Configuration Management principles, processes, and procedures.
- Well versed in documentation, presentation and communication.
Specialist IS Bus Sys Analyst - Service Management Governance
Posted 2 days ago
Job Viewed
Job Description
At Amgen, if you feel like you're part of something bigger, it's because you are. Our shared mission-to serve patients living with serious illnesses-drives all that we do.
Since 1980, we've helped pioneer the world of biotech in our fight against the world's toughest diseases. With our focus on four therapeutic areas -Oncology, Inflammation, General Medicine, and Rare Disease- we reach millions of patients each year. As a member of the Amgen team, you'll help make a lasting impact on the lives of patients as we research, manufacture, and deliver innovative medicines to help people live longer, fuller happier lives.
Our award-winning culture is collaborative, innovative, and science based. If you have a passion for challenges and the opportunities that lay within them, you'll thrive as part of the Amgen team. Join us and transform the lives of patients while transforming your career.
**What you will do**
Let's do this. Let's change the world. In this vital role you will serve as the Process Owner for Service Management Governance and Service Lifecycle Management. This senior-level individual contributor will be responsible for establishing, enhancing, and governing the frameworks that support ITSM process maturity, performance measurement, policy compliance, and service lifecycle optimization across the enterprise.
This role plays a key part in aligning service management processes with business goals through data-driven insights, standardized governance models, and continuous improvement. The successful candidate will partner with platform owners, process leads, service owners, and audit/compliance partners to deliver robust, transparent, and efficient ITSM governance.
**Roles & Responsibilities:**
+ Define and maintain governance standards for ITSM processes and Service Lifecycle Management, ensuring alignment with industry standard methodologies (e.g., ITIL).
+ Lead the design, implementation, and enhancement of governance and service management frameworks that drive operational excellence and service maturity.
+ Maintain and refine service portfolios, service definitions, process controls, and policy consistency tracking across IT and business services.
+ Collaborate with process owners and platform teams to integrate governance structures into the ServiceNow platform, supporting workflow automation and performance reporting.
+ Drive continuous improvement through data analysis, reporting, and benchmarking across service delivery, compliance, and automation metrics.
+ Develop templates, SOPs, dashboards, and education materials that promote standardization and policy consistency across the ITSM landscape.
+ Facilitate partner workshops, audits, and multi-functional reviews to ensure process alignment and visibility.
+ Serve as the subject matter expert for governance-related inquiries and partner with risk, compliance, and audit teams to meet regulatory obligations.
+ Champion automation strategies to streamline service onboarding, approvals, and reporting.
+ Provide governance recommendations during new process or tool implementation to ensure scalability and compliance.
**What we expect of you**
We are all different, yet we all use our unique contributions to serve patients.
**Basic Qualifications:**
+ Doctorate degree / Master's degree / Bachelor's degree and 8 to 13 years Computer Science, IT or related field experience
**Preferred Qualifications:**
**Functional Skills:**
**Must-Have Skills:**
+ **ITSM Governance & Lifecycle Knowledge:** Deep understanding of ITIL-based service governance and lifecycle models, including service portfolios and operational controls.
+ **ServiceNow Governance & Reporting:** Experience supporting or administering governance and performance frameworks within ServiceNow or similar platforms.
+ **Policy Design & Enforcement:** Ability to establish governance policies, process guidelines, and control mechanisms that support enterprise compliance and audit readiness.
+ **Metrics & Data Analysis:** Strong analytical skills for interpreting performance metrics, control failures, and audit findings to recommend improvements.
**Good-to-Have Skills:**
+ **Service Portfolio Management:** Familiarity with managing service taxonomies, lifecycle stages, and standardized service offerings across IT or shared services.
+ **Audit & Regulatory Awareness:** Experience working with compliance frameworks (e.g., SOX, GxP, ISO 2000) and preparing for internal/external audits.
+ **Process Modeling & Improvement:** Exposure to business process mapping tools, continuous improvement methodologies, and risk management practices.
+ **Automation Enablement:** Understanding of workflow and policy automation to reduce manual intervention and improve governance consistency.
**Professional Certifications:**
+ ITIL v3/4 Foundation Certification (mandatory)
+ ITIL Intermediate or Managing Professional Certification (preferred)
+ ServiceNow Certified System Administrator or Implementation Specialist (preferred)
+ Scaled Agile Framework (SAFe) for Teams or Product Owner (preferred)
**Soft Skills:**
+ **Attention to Detail:** Careful and thorough in documenting and tracking process activities, with a strong focus on accuracy and completeness in data entry, validation, workflows, and testing.
+ **Effective Communication:** Clearly and confidently communicates with both technical and non-technical audiences across diverse, multi-functional teams, influencing without direct authority when needed.
+ **Analytical & Problem-Solving:** Skilled in interpreting data, identifying root causes, and developing practical, data-driven solutions to complex issues, including resolving data inconsistencies and driving process improvements.
+ **Initiative & Accountability:** Highly self-motivated and proactive self-starter who works independently, manages priorities, and demonstrates strong ownership and follow-through on tasks and initiatives.
+ **Collaboration & Teamwork:** Works effectively within global, multi-functional teams, actively supporting colleagues and contributing constructively to shared goals and process integrity.
+ **Adaptability & Flexibility:** Maintains productivity and composure in dynamic environments with shifting priorities, evolving systems, and partner expectations, while ensuring high-quality outcomes.
+ **Time & Task Management:** Manages multiple concurrent responsibilities efficiently, balancing priorities to consistently meet deadlines and deliver quality results.
+ **Process-Oriented Thinking:** Demonstrates attention to detail with a structured, methodical approach to process analysis, improvement, and documentation.
+ **User & Customer Focus:** Keeps partner and end-user needs central when evaluating, designing, or enhancing processes and tools, with a focus on usability, integrity, and value.
**Equal opportunity statement**
Amgen is an Equal Opportunity employer and will consider you without regard to your race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.
We will ensure that individuals with disabilities are provided with reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.
**What you can expect of us**
As we work to develop treatments that take care of others, we also work to care for your professional and personal growth and well-being. From our competitive benefits to our collaborative culture, we'll support your journey every step of the way.
In addition to the base salary, Amgen offers competitive and comprehensive Total Rewards Plans that are aligned with local industry standards.
**Apply now and make a lasting impact with the Amgen team.**
**careers.amgen.com**