Senior ITSM Developer (Remote)

Senior ITSM Developer (Remote)We are seeking a highly experienced ITSM professional with deep expertise in ITIL processes, governance, and transformation initiatives. The role requires ownership of enterprise-scale ITSM delivery, process maturity, and automation strategy.Must-Have (Strong ITSM Focus)· 8+ years core ITSM experience (not just ops/support)· Deep hands-on expertise in:Incident Management (Major Incident handling)Problem Management (RCA, trend analysis)Change & Release Management (CAB governance)· Strong experience in ITIL v3/v4 implementation & process consulting· Experience driving ITSM transformation / process maturity (L3–L5 level)· Extensive work on SLA, KPI, OLA definition & governance· Proven experience in client-facing roles & stakeholder managementKey Responsibilities· Own and govern end-to-end ITSM processes across large enterprise accounts· Lead ITIL process design, implementation, and optimization· Drive Continual Service Improvement (CSI) initiatives· Manage Major Incident bridges and ensure timely resolution· Conduct Problem reviews & RCA governance meetings· Chair/participate in Change Advisory Board (CAB)· Define and track service metrics, dashboards, and reporting· Ensure compliance with audit, risk, and ITSM standardTools & Technology· Strong hands-on experience with:ServiceNowWorkflow automationITSM tool configuration / customizationReporting dashboards