Track Lead - Process Consulting, ServiceNow

Job Description – Process Lead (CM / IM / PM / RM) Project:
Role: ITSM Process Lead – Change, Incident, Problem & Release Management Location. Onsite as applicable

Experience:

8–14 years Band (Indicative): E3 Shift: Business hours with on‑call support for Major Incidents Role Summary The Process Lead is responsible for end‑to‑end governance, execution, and continuous improvement of core ITSM processes for the DePuy program.

Location:

Chennai / Noida (Offshore) | Onsite as applicable

• Incident Management (IM) Own and govern Incident & Major Incident Management (MIM) processes. Lead P1/P2 incident bridges, ensure timely resolution and communication. Track MTTR, SLA adherence, escalation handling, and service restoration. Drive post‑incident reviews and improvements.
• Problem Management (PM) Identify recurring incidents and initiate Problem Records. Lead Root Cause Analysis (RCA) and corrective/preventive actions. Track problem backlog and ensure permanent fixes are implemented.
• Change Management (CM) Govern Change Advisory Board (CAB) operations. Review, approve, schedule, and assess risk for changes. Ensure compliance to J&J change policies and audit requirements. Track change success rate and minimize change‑related incidents.
• Release Management (RM) Coordinate release planning across applications, infrastructure, and tools. Ensure proper impact assessment, scheduling, and rollback readiness. Align releases with freeze windows and business priorities.
• Process Governance & Reporting Own ITSM SOPs, workflows, RACI, and knowledge articles. Prepare weekly/monthly dashboards (Incidents, Problems, Changes, SLA, CSAT). Ensure alignment with Service Now configuration and reporting. Support internal/external audits and compliance reviews.
• Stakeholder & Transition Responsibilities Act as single point of contact for ITSM process matters. Work with customer stakeholders, service towers, vendors, and tool teams. Support transition, KT, and stabilization activities for DePuy. Coach and mentor L2/L3 process managers and coordinators.

Strong hands‑on experience in ITIL / ITSM Process Management. Deep expertise in Incident, Problem, Change & Release Management. Experience working in regulated / healthcare environments preferred. Hands‑on experience with Service Now ITSM. Strong communication, governance, and stakeholder management skills. Certifications (Preferred) ITIL v3 / v4 Service Now ITSM certifications