Description :

Job Title : ITSM - Problem & Change Management Specialist

Location : Goregaon, Mumbai

Experience : 8 - 10 Years

Employment Type : Full-Time

Role Overview :

We are looking for an experienced IT Service Management (ITSM) Professional with strong expertise in Problem Management and Change Management processes. The ideal candidate should have hands-on experience working with ServiceNow, conducting Post Incident Reviews (PIR) and Change Advisory Board (CAB) meetings, and driving process governance in line with ITIL best practices.

This role requires strong analytical skills, reporting expertise using MS Excel and PowerPoint, and exposure to QlikSense dashboards for trend analysis and reporting. The candidate should demonstrate ownership, proactive problem-solving ability, and a continuous improvement mindset.

Key Responsibilities :

Problem Management :

- Lead and manage the end-to-end Problem Management lifecycle.

- Conduct root cause analysis (RCA) for recurring and major incidents.

- Facilitate Post Incident Review (PIR) meetings and document actionable outcomes.

- Identify trends through data analysis and proactively initiate problem records.

- Drive permanent fixes to reduce repeat incidents and improve service stability.

Change Management :

- Manage and govern the Change Management process in alignment with ITIL guidelines.

- Schedule, facilitate, and document Change Advisory Board (CAB) meetings.

- Review and assess change requests for risk, impact, and business justification.

- Ensure proper change documentation, approvals, and compliance tracking.

- Monitor change success rate and implement process improvements.

ServiceNow Administration & Governance :

- Utilize ServiceNow for incident, problem, and change management workflows.

- Ensure accurate ticket categorization, prioritization, and lifecycle tracking.

- Generate reports and dashboards from ServiceNow for governance review.

- Maintain data integrity and process adherence within the tool.

Reporting & Analytics :

- Prepare and present weekly/monthly governance reports.

Develop dashboards and KPI reports using :

1. Pivot Tables

2. VLOOKUP/HLOOKUP

3. Advanced Excel formulas

4. Conditional Formatting

5. Freeze Panes

- Create executive-level presentations using MS PowerPoint.

- Analyze service metrics to identify trends and improvement areas.

- Work with or interpret QlikSense dashboards for operational insights.

Continuous Improvement & Automation :

- Recommend process optimization initiatives to enhance service efficiency.

- Identify automation opportunities within ITSM processes.

- Drive standardization and documentation of best practices.

- Ensure compliance with IT governance frameworks and security policies.

Stakeholder Management :

- Collaborate with cross-functional teams, vendors, and business stakeholders.

- Provide timely updates on problem and change status.

- Demonstrate strong ownership of deliverables and SLA adherence.

- Ensure proactive communication and risk mitigation.

Required Skills & Qualifications :

Mandatory :

- 8 - 10 years of experience in IT Service Management.

- Strong hands-on experience in Problem and Change Management.

- Proven experience in conducting PIR and CAB meetings.

- Extensive working knowledge of ServiceNow.

- ITIL v3/v4 Certified.

- Advanced proficiency in MS Excel and MS PowerPoint.

- Understanding or exposure to QlikSense dashboards.

- Strong analytical, communication, and stakeholder management skills.

- Proactive mindset with ability to take complete ownership.

Preferred :

- Experience in IT operations or enterprise environment.

- Exposure to governance frameworks and compliance audits.

- Experience in process automation initiatives.

- ITSM reporting and KPI governance experience.