Information Technology Service Management Consultant

We are looking for a seasoned ITSM Process Lead to drive end‑to‑end governance and optimization of Incident, Problem, Change, and Release Management processes. This role will play a critical part in ensuring operational stability, compliance, and alignment with enterprise ITSM standards in a regulated environment.

• Own Incident & Major Incident Management (P1/P2) and lead bridge calls
• Drive SLA adherence, MTTR reduction & service restoration
• Conduct RCA, problem management & preventive actions
• Govern CAB operations – change review, approval & risk assessment
• Plan & coordinate releases across applications & infrastructure

• 10–25 years of ITSM / ITIL experience
• Strong expertise in IM, PM, CM & RM processes
• Hands‑on experience with Service Now ITSM
• Experience in healthcare / regulated environments is a plus
• ITIL v3/v4 preferred

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to  for investigation.

A candidate’s pay within the range will depend on their work location, skills, experience, education, and other factors permitted by law. This role may also be eligible for performance‑based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program;

401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need‑based leave with no designated number of leave days per year); and 10 paid holidays per year.