IT Infrastructure Process Engineer (Bengaluru)

Job Description Position Title: ITSM Process Manager REPORTING TO: Service Delivery Manager Eurofins IT Infrastructure Services Private Limited GEOGRAPHICAL REPORTING LOCATION: Bangalore / India WORKING LOCATION: Bangalore / India OVERALL OBJECTIVES: Eurofins IT Infrastructure Services Private Limited, looking for a skilled and experienced ITSM Specialist with 5 to 7 years of experience in implementing, managing, and optimizing IT Service Management processes. The ideal candidate should have a strong understanding of ITIL best practices and a proven track record of enhancing service delivery, governance, and process automation in complex IT environments. Responsibilities: - Own and manage ITSM processes (Incident, Change, Problem, Request, Knowledge, CMDB, Asset & Capacity). - Define and maintain process documentation, RASCI charts, SOPs, and governance frameworks. - Collaborate with ITSM tool administrators and developers for BMC Helix configurations with process needs. - Monitor process KPIs, SLAs, and compliance metrics to ensure performance and continuous improvement. - Lead process audits, identify gaps, and implement corrective actions. - Facilitate process-related workshops, reviews, and training sessions. - Coordinate across teams (Service Desk, Infrastructure, Applications) to drive process adoption and efficiency. - Ensure CMDB data quality and process linkage across both tools. - Participate in tool upgrades, configuration changes, and workflow updates impacting ITSM processes. - Act as a liaison between tool owners (BMC Helix/ServiceNow) and business stakeholders to ensure the successful implementation of process changes. Required Skills : An ideal candidate should have robust experience in all the below: - Extensive hands-on experience with BMC Helix and ServiceNow platforms - Change Management driving CAB meetings, evaluating risk and impact, and ensuring minimal disruption - Problem Management leading root cause analysis (RCA), trend analysis, and permanent solution implementation - Incident Management Drive MIM, ensuring SLA adherence, prioritization, and timely resolution of critical issues - CMDB - Experience supporting or implementing CMDB updates, discovery tools, and asset lifecycle processes - Collaborated with tool admins and developers to align configurations with process requirements - Experience creating and interpreting dashboards, SLA/KPI reports, and trend analysis for operational improvement - Strong communication and stakeholder engagement skills Below skills will be an advantage: - Exposure to process automation and workflow design - Knowledge on Site 24X7 Monitoring tool. Must-Have Qualifications - BMC Helix tool work experience - ITIL process hands on experience Strong problem-solving and ready to take owner Qualifications Additional Information Job Description Position Title: ITSM Process Manager REPORTING TO: Service Delivery Manager Eurofins IT Infrastructure Services Private Limited GEOGRAPHICAL REPORTING LOCATION: Bangalore / India WORKING LOCATION: Bangalore / India OVERALL OBJECTIVES: Eurofins IT Infrastructure Services Private Limited, looking for a skilled and experienced ITSM Specialist with 5 to 7 years of experience in implementing, managing, and optimizing IT Service Management processes. The ideal candidate should have a strong understanding of ITIL best practices and a proven track record of enhancing service delivery, governance, and process automation in complex IT environments. Responsibilities: - Own and manage ITSM processes (Incident, Change, Problem, Request, Knowledge, CMDB, Asset & Capacity). - Define and maintain process documentation, RASCI charts, SOPs, and governance frameworks. - Collaborate with ITSM tool administrators and developers for BMC Helix configurations with process needs. - Monitor process KPIs, SLAs, and compliance metrics to ensure performance and continuous improvement. - Lead process audits, identify gaps, and implement corrective actions. - Facilitate process-related workshops, reviews, and training sessions. - Coordinate across teams (Service Desk, Infrastructure, Applications) to drive process adoption and efficiency. - Ensure CMDB data quality and process linkage across both tools. - Participate in tool upgrades, configuration changes, and workflow updates impacting ITSM processes. - Act as a liaison between tool owners (BMC Helix/ServiceNow) and business stakeholders to ensure the successful implementation of process changes. Required Skills : An ideal candidate should have robust experience in all the below: - Extensive hands-on experience with BMC Helix and ServiceNow platforms - Change Management driving CAB meetings, evaluating risk and impact, and ensuring minimal disruption - Problem Management leading root cause analysis (RCA), trend analysis, and permanent solution implementation - Incident Management Dri