ITSM Process and Reporting Consultan

About Persistent

We are an AI-led platform-driven Digital Engineering and Enterprise Modernization partner combining deep technical expertise and industry experience to help our clients anticipate whats next. Our offerings and proven solutions create a unique competitive advantage for our clients by giving them the power to see beyond and rise above. We work with many industry-leading organizations across the world including 20 Fortune 50 companies and 4 of the 5 top banks in both the US and India and numerous innovators across the healthcare ecosystem.

Our disruptors mindset commitment to client success and agility to thrive in the dynamic environment have enabled us to sustain our growth momentum. Persistent has been recognized across top industry platforms for innovation leadership and inclusion. We reported $1654.4M FY26 revenue with 17.4% Y-o-Y growth. We have delivered 24sequential quarters of growth with $436.0M in Q4 FY26 revenue up 3.2% Q-o-Q and 16.2% Y-o-Y growth. Our 27500global team members located in 18 countries have been instrumental in helping the market leaders transform their industries. We have been recognized as theFastest Growing IT Services Brand Globally in the 2026 Brand Finance IT Services 25 Report. We named a Leader in theEverest Group Private Equity (PE) Services PEAK MatrixAssessment 2026andSoftware Product Engineering PEAK MatrixAssessment 2026.

AboutPosition:

-alignedpracticesimproveoperationalperformanceandenablecontinualserviceimprovement

• Role:ITSMProcessandReportingConsultant
• Location:AllPersistentLocation
• Experience:10Years
• JobType:Full-TimeEmployment

WhatYoullDo:

• LeadthedesignreviewandoptimizationofITSMprocessesalignedwithbusinessobjectivesservicedeliverygoalsandITILbestpractices.
• Assesscurrent-stateservicemanagementprocessesidentifygapsinefficienciescontrolweaknessesandimprovementopportunitiesanddefinefuture-stateprocessmodels.
• DevelopandmaintainprocessdocumentationincludingpoliciesproceduresworkflowsprocessmapsRACImatricesworkinstructionsandgovernancestandards.
• DriveimplementationandcontinuousimprovementofcoreITSMprocessessuchasIncidentProblemChangeEnablementServiceRequestServiceCatalogKnowledgeManagementReleaseManagementConfigurationManagementandAssetManagement.
• LeadandsupportsolutioningactivitiesforRFPssolutiondefenseandlarge-scaletransitionandtransformationprograms.
• PartnercloselywithPresalesandSalesteamstosupportbothnewandexistingbusinessopportunities.
• PartnerwithserviceownersoperationsteamsengineeringteamsandplatformadministratorstotranslateprocessrequirementsintotoolconfigurationsandworkflowautomationwithinITSMplatformssuchasServiceNowFreshdeskJiraServiceManagementorsimilartools.
• Defineprocesscontrolsapprovalmodelsescalationpathsandcompliancecheckpointstoimproveservicequalityreduceoperationalriskandsupportauditreadiness.
• EstablishandmonitorKPIsSLAsOLAsandprocesshealthmetricssuchasincidentbacklogfirst-callresolutionmeantimetorestoreservicechangesuccessraterequestfulfillmentcycletimeandproblemresolutioneffectiveness.
• Analyzeperformancetrendsrecurringincidentsservicebottlenecksandcustomerpainpointsandrecommendcorrectiveandpreventiveactions.
• Facilitateworkshopsstakeholderinterviewsandprocesswalkthroughstogatherrequirementsvalidateoperatingmodelsandbuildalignmentacrosstechnicalandbusinessteams.
• SupportorganizationalchangemanagementbypreparingcommunicationstrainingmaterialsknowledgearticlesandadoptionplansforneworrevisedITSMprocesses.
• EnsureITSMprocessesalignwithenterprisegovernancerisksecurityandcompliancerequirementsincludinginternalcontrolsandrelevantstandardssuchasITILandISO/IEC20000whereapplicable.
• Participateinservicetransitionactivitiestoensureneworchangedservicesaresupportedbyclearoperationalprocessesservicesupportmodelsandownershipstructures.
• Provideexpertguidanceonprocessintegrationpointsacrossservicedeskinfrastructureapplicationsupportoperationsvendormanagementandbusinessrelationshipmanagementfunctions.
• Promotestandardizationautomationandsimplificationofservicemanagementprocessestoimproveuserexperienceoperationalefficiencyandservicereliability.
• Prepareexecutiveandoperationalreportsthatcommunicateprocessmaturityperformancetrendsrisksandimprovementprogresstoleadershipandstakeholders.

ExpertiseYoullBring:

• DeepunderstandingofITSMprocessdesigngovernanceandcontinualserviceimprovement.
• Strongconsultingmindsetwiththeabilitytoinfluencestakeholdersanddriveprocessadoption.
• Excellentfacilitationworkshopmanagementandrequirementselicitationskills.
• StrongdocumentationskillsincludingthecreationofSOPsprocessmapsoperatingproceduresandgovernanceartifacts.
• Abilitytobalancestandardizationwithpracticalbusinessandoperationalneeds.
• Data-drivendecision-makingskillswiththeabilitytointerpretperformancemetricsandrecommendtargetedimprovements.
• Strongorganizationalandtimemanagementskillswiththeabilitytomanagemultipleinitiativesandpriorities.
• Abilitytoworkindependentlywhilecollaboratingeffectivelyacrossgeographicallydistributedteams.
• Strongcustomer-serviceorientationandcommitmenttoservicequalityanduserexperience.

Benefits:

• Competitivesalaryandbenefitspackage
• Culturefocusedontalentdevelopmentwithquarterlygrowthopportunitiesandcompany-sponsoredhighereducationandcertifications
• Opportunitytoworkwithcutting-edgetechnologies
• EmployeeengagementinitiativessuchasprojectpartiesflexibleworkhoursandLongServiceawards
• Annualhealthcheck-ups
• Insurancecoverage:grouptermlifepersonalaccidentandMediclaimhospitalizationforselfspousetwochildrenandparents

Values-DrivenPeople-Centric&InclusiveWorkEnvironment:

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• Wesupporthybridworkandflexiblehourstofitdiverselifestyles.
• Ourofficeisaccessibility-friendlywithergonomicsetupsandassistivetechnologiestosupportemployeeswithphysicaldisabilities.
• Ifyouareapersonwithdisabilitiesandhavespecificrequirementspleaseinformusduringtheapplicationprocessoratanytimeduringyouremployment

LetsunleashyourfullpotentialatPersistent-