01Overview
Job Requirements
- Role
Lead enterprise-wide IT Service Management (ITSM), IT Operations Management (ITOM), and CMDB governance for Titans iMitra (ServiceNow) platform.
The role is accountable for delivering reliable, audit-ready IT services through strong governance, automation-first operations, and effective change management. Drives enterprise transformation by enabling data integrity, operational visibility, and controlled IT change execution.
- Job Profile
Own end-to-end ITSM processes including Incident, Change, Service Request, and Service Catalog
Act as Enterprise Change Manager, ensuring structured governance of all IT changes
Plan, schedule, and conduct CAB (Change Advisory Board) meetings for critical/high-risk changes
Govern ITOM capabilities including discovery, monitoring, and infrastructure visibility
Own CMDB 2.0 as the single accountable authority for data integrity, lifecycle, and compliance
Define and enforce CMDB standards, CI models, and data governance controls
Drive automation, integrations, and self-service initiatives across ServiceNow platform
Ensure audit readiness, compliance adherence, and risk mitigation across ITSM/CMDB processes
Collaborate with Infra, Security, Business Units, and Vendors to align IT services with business needs
Lead cross-functional teams and drive capability development in automation and AI-led IT operations
- Key Deliverables
SLA adherence across ITSM processes with improved service quality
Structured CAB governance with documented approvals and decisions
Accurate, complete, and audit-ready CMDB data
Improved IT infrastructure visibility through ITOM capabilities
30% reduction in manual effort through automation and integrations
Zero major audit observations across ITSM and CMDB
Increased adoption of self-service and automation-led service delivery
Strong stakeholder satisfaction and alignment with business priorities
Work Experience
- Experience and Skill
5+ years of experience in ITSM / IT Operations / ServiceNow platform
Strong expertise in ITSM, ITOM, and CMDB governance
Proven experience as Change Manager with CAB governance ownership
Exposure to automation, integrations, and digital transformation initiatives
Strong understanding of audit, compliance, and risk frameworks
Experience working with cross-functional teams and vendor ecosystems
- Good to Have:
Exposure to AI/ Power Automate/ Copilot / automation-led IT operations
Experience with ServiceNow ITOM modules (Discovery, Event Management)
Knowledge of API integrations, Power Automate, or orchestration tools
Understanding of data analytics, dashboards, and platform reporting
Awareness of cloud infrastructure and modern IT operations .
