Job Description
Job Title:  ServiceNow ITSM Process Consultant
City:  Pune
State/Province:  Maharashtra
Posting Start Date:  6/4/26
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.
Job Description: 

Job Description

10 years of experience, the ServiceNow ITSM Process Consultant is responsible for designing, implementing, and optimizing IT Service Management processes on the ServiceNow platform. This role bridges business requirements and technical implementation, ensuring ITSM processes are aligned with ITIL best practices and effectively enabled through ServiceNow capabilities.

Key Responsibilities

1. Process Design & Governance

  • Define and implement ITSM processes aligned with industry best practice and customer requirements
  • Lead design and implementation of ITSM processes including:
    • Incident Management
    • Problem Management
    • Change Management
    • Request Fulfillment
    • Knowledge Management
  • Align processes with ITIL framework and organizational governance standards
  • Define process workflows, SLAs, OLAs, and KPIs
  • Establish governance frameworks, policies, SOPs, and compliance controls
  • Drive process standardization and continuous improvement

 

2. ServiceNow ITSM process Implementation

  • Lead implementation and rollout of ServiceNow ITSM Pro process / solutions
  • Translate business requirements into ServiceNow configurations and solutions
  • Work closely with developers to ensure proper implementation of:
    • Workflows / Flow Designer
    • Business Rules
    • Service Catalog
    • CMDB integrations
  • Provide functional design documentation and user stories
  • Collaborate with architects and developers for customization

 

3. Stakeholder Management & Consulting

  • Engage with IT, Procurement, Finance, Security, and Operations teams
  • Conduct:
    • Workshops and assessments
    • Implementation readiness sessions
  • Gather business requirements and translate into functional / technical solutions

•  Translate business requirements into ServiceNow configurations and solutions

•  Engage with business stakeholders, IT teams, and leadership

  • Conduct workshops to gather requirements and validate process design
  • Act as a single point of contact for ITSM process governance discussions

 

4. Continuous Improvement & Process Optimization

  • Analyze current state processes and identify improvements
  • Track KPIs using dashboards and ServiceNow reports
  • Recommend automation and efficiency measures

 

5. Documentation & Training

  • Create and maintain:
    • Process documentation
    • SOPs and work instructions
    • Knowledge articles

 

6. Compliance

  • Ensure adherence to:
    • ITIL best practices
    • Organizational policies
    • Audit and compliance requirements
  •  

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Required Skills & Qualifications

Experience

  • Strong experience in:
    • 5–10+ years of ITSM / ServiceNow consulting experience
    • Hands-on exposure to ServiceNow ITSM implementations

Technical Skills

  • ServiceNow platform configuration
  • Flow Designer and Workflow
  • Basic knowledge of:
    • Integrations (APIs, REST/SOAP)
    • Data modeling and CMDB relationships

Core Skills

  • Strong knowledge of ITIL framework (v3/v4)
  • Proven experience in:
    • Incident, Problem, Change lifecycle design
    • SLA/KPI definition and reporting
  • Experience with:
    • ServiceNow platform configuration
    • CMDB and asset management concepts
  • Excellent stakeholder communication and facilitation skills

Soft Skills

  • Stakeholder communication & consulting
  • Problem-solving and analytical thinking
  • Documentation and process design
  • Ability to lead workshops and drive discussions

 

 

Preferred Certifications

  • ServiceNow Certified System Administrator (CSA)
  • ServiceNow ITSM Implementation Specialist
  • ITIL Foundation (mandatory), ITIL Advanced preferred

Typical Deliverables

  • Successful ITSM process implementation
  • SLA/KPI achievement and improvements
  • Process adoption and user satisfaction
  • Audit and compliance adherence
  • Continuous improvement initiatives delivered
Mandatory Skills: Software Asset Management .

 

Experience: 8-10 Years .

 

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.
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