ITSM Consultant (RARR Job 5996)
Job Skills
Job Description
We are seeking an ITSM Consultant who will work closely with the development and engineering teams to automate and streamline IT service management processes, particularly Incident Management, Risk Management, and operational workflows. The role focuses on building automated service management solutions that improve system reliability, reduce manual intervention, and enhance operational efficiency.
Key Responsibilities
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Collaborate closely with development, DevOps, and platform engineering teams to automate ITSM processes.
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Design and implement automation for Incident Management, Risk Management, and Service Operations.
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Build automated workflows for incident detection, escalation, resolution, and reporting.
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Integrate ITSM platforms with monitoring tools, CI/CD pipelines, and application environments.
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Develop scripts, APIs, and integrations to reduce manual intervention in service operations.
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Implement proactive incident detection and automated remediation mechanisms.
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Work with developers to embed risk management and operational governance into application delivery.
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Define automated alerting, ticket generation, and response workflows.
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Improve service reliability, MTTR, and operational visibility through automation.
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Create dashboards and reports to track incident trends, risks, and service performance.
Required Skills
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Strong understanding of ITIL-based Incident and Risk Management processes.
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Hands-on experience with ITSM tools such as ServiceNow, Jira Service Management, BMC Remedy, or similar.
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Experience working with developer teams, DevOps, and SRE environments.
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Knowledge of automation scripting (Python, PowerShell, Shell, or similar).
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Experience integrating monitoring tools (Splunk, Datadog, Prometheus, New Relic, etc.) with ITSM systems.
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Understanding of API-based integrations and workflow automation.
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Experience with CI/CD pipelines and cloud platforms (Azure / AWS / GCP).
Preferred Qualifications
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ITIL v4 certification
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Experience in Site Reliability Engineering (SRE) or DevOps environments
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Exposure to AIOps, automated incident response, and self-healing systems
Key Objective of the Role
✔ Automate incident detection and resolution workflows
✔ Reduce manual operational effort
✔ Improve system reliability and response time
✔ Strengthen risk visibility and governance
