The Local Process Manager for Change and Service Request is a key role within Global IT Operations (GIO), responsible for the daily management, continuous improvement, and global adherence to established processes for Change Management and Service Request Management within the ServiceNow platform. This role ensures that all IT changes are effectively controlled, risks are minimized, and service requests are fulfilled efficiently and consistently across all global GIO teams, directly contributing to service stability and user satisfaction.

Key Responsibilities:

Change Management (ServiceNow Focus):

- Daily Process Execution: Manage the day-to-day execution of the global Change Management process on ServiceNow for GIO, ensuring all steps from Request for Change (RFC) submission to Post-Implementation Review (PIR) are followed.

- Global Process Adherence: Champion the global Change Management process within GIO, ensuring consistent application of policies, standards, and procedures across all regions and teams.

- Risk &
- Impact Assessment:

Facilitate and support the risk and impact assessment of proposed changes, collaborating with relevant technical teams and stakeholders to ensure thorough evaluation.

- CAB Support: Prepare and present change requests to the Change Advisory Board (CAB) as required, providing clear, concise information to support decision-making.

- Scheduling &

- Coordination:

Oversee the scheduling of approved changes in the Forward Schedule of Change (FSC), coordinating implementation activities to minimize service disruption.

- Performance Monitoring: Monitor key performance indicators (KPIs) for Change Management (e.g., change success rate, unplanned outages due to change, lead time for changes), identify trends, and propose corrective actions.

- Documentation &

- Reporting:

Ensure all change activities are accurately documented in ServiceNow, maintaining a comprehensive audit trail. Generate regular reports on change metrics for GIO leadership.

- Continuous Improvement: Identify opportunities for automation and process optimization within Change Management on ServiceNow, collaborating with the ServiceNow solution administrator team to implement enhancements.

- Training &

- Awareness:





Conduct training sessions and create guidance materials to ensure GIO teams and stakeholders have a clear understanding of the Change Management process and their roles within it.

Service Request Management (ServiceNow Focus):

- Daily Process Execution: Oversee the daily execution of the global Service Request Management process on ServiceNow for GIO, from request submission to fulfillment and closure.

- Catalog Management: Work with service owners to define, maintain, and publish service catalog items relevant to GIO services in ServiceNow, ensuring clarity, accuracy, and user-friendliness.

- Workflow Optimization: Continuously review and optimize service request fulfillment workflows in ServiceNow to improve efficiency, reduce manual effort, and enhance the user experience.

- SLA Adherence: Monitor Service Level Agreements (SLAs) for service requests, identifying bottlenecks and working with fulfillment teams to ensure timely resolution.

- Performance Measurement: Define and track KPIs for Service Request Management (e.g., fulfillment time, customer satisfaction, volume by service type), providing insights to GIO leadership.

- Process Standardization: Drive standardization of service request processes across global GIO teams, leveraging ServiceNow capabilities to ensure consistency.

- Self-Service Enablement: Promote and enhance self-service capabilities within the ServiceNow Service Portal for GIO-related requests, reducing the need for direct intervention.

- User Experience (UX): Actively manage and improve the user experience for employees submitting service requests, gathering feedback and implementing relevant changes.

- Automation Identification: Identify opportunities for automation within service request fulfillment, collaborating with technical teams to implement automated solutions where feasible.

Global GIO Responsibilities &

- Collaboration:

- Global Oversight:



Manage daily Change and Service Request activities for GIO across all global regions, ensuring consistency and effective execution.

- ServiceNow Solution Administrator Team: Collaborate closely with the ServiceNow solution administrator team on functional enhancements, bug fixes, and platform upgrades relevant to Change and Service Request modules.

- ITIL Alignment: Ensure all processes adhere to ITIL best practices for Change and Service Request Management.

- Stakeholder Engagement: Build strong relationships with GIO operational teams, regional IT leads, and other IT departments to foster a cooperative environment for process improvement and issue resolution.

- Problem Resolution: Act as an escalation point for complex Change and Service Request issues, driving resolution and identifying root causes for continuous improvement.

- Knowledge Management: Contribute to and leverage the GIO knowledge base to support efficient Change and Service Request processes.

Qualifications:

- Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field.

- 3 - 5 years of experience in IT Service Management, with a strong focus on Change Management and Service Request Management.

- Demonstrable hands-on experience managing Change and Service Request processes within the ServiceNow platform.

- ITIL Foundation Certification (v3 or v4) is highly preferred
- ITIL Intermediate or Expert certification in relevant modules (e.g., Release, Control and Validation) is a significant plus.

- Proven ability to manage global processes and collaborate effectively with geographically dispersed teams.

- Strong understanding of IT infrastructure and operations.

- Excellent analytical skills with the ability to identify trends, analyze data, and derive actionable insights.

- Exceptional communication, presentation, and interpersonal skills, with the ability to influence and gain consensus from diverse stakeholders.

- Proactive, self-motivated, and results-oriented with a strong commitment to service excellence.

- Ability to prioritize tasks, manage multiple activities simultaneously, and work effectively under pressure.

- Fluency in English is required; additional languages (e.g., French) are a plus.

📌 Itil Process Consultant (Pune)
🏢 Infosys
📍 Pune