Job Description

Role: Senior Process Consultant
Experience: 12+ years
Location: (Specify)
Function: ITSM Consulting / Service Management Architecture

We are seeking a highly experienced Senior Process Consultant with strong expertise in ITIL‑aligned process design and governance. This role focuses entirely on process consulting—not tool configuration or hands‑on implementation The consultant will define, optimize, and govern enterprise ITSM processes and ensure adherence across delivery teams and customer environments.

Key Responsibilities

• Lead the design and architecture of ITSM processes (Incident, Problem, Change, Request, Asset, CMDB, Service Catalog).
• Conduct process assessments, gap analyses, and maturity evaluations.
• Develop end‑to‑end process frameworks, SOPs, governance models, RACI matrices, and KPI structures.
• Facilitate workshops and strategic discussions with senior stakeholders.
• Establish and drive process governance, ensuring adherence and continuous improvement.
• Advise internal teams and customers on ITIL best practices and process adoption strategies.
• Provide thought leadership and guidance during presales, design, and delivery phases.
• Collaborate with tool implementation teams (ServiceNow, Jira SM, etc.) without performing hands‑on configuration

Mandatory Skills

• 15+ years in ITSM process consulting and service management architecture.
• Deep expertise in ITIL v3 and ITIL v4 frameworks.
• Strong ability to conceptualize and document enterprise-level process designs.
• Proven experience in leading governance boards, CABs, and process councils.
• Excellent communication, stakeholder management, and workshop facilitation skills.
• Ability to influence teams and drive process adherence across large multi‑functional setups.

Preferred Skills

• ITIL v4 Managing Professional or Strategic Leader certification.
• Experience in operating model design for ITSM functions.
• Exposure to enterprise consulting with global customers.
• Understanding of ITOM/CMDB conceptual architecture.
• Strong analytical skills and ability to present insights to leadership.

Role Type

• Consulting & Governance

Process consultant.

Process consultant.

At Zensar, we’re “experience-led everything” We are committed to conceptualizing, designing, engineering, marketing, and managing digital solutions and experiences for over 130 leading enterprises. We are a company driven by a bold purpose: Together, we shape experiences for better futures Whether for our clients, our people, or the world around us, this belief powers everything we do. At the heart of our culture is ONE with Client - a set of four core values that reflect who we are and how we work: One Zensar, Nurturing, Empowering, and Client Focus

Part of the $4.8 billion RPG Group, we’re a community of 10,000+ innovators across 30+ global locations, including Milpitas, Seattle, Princeton, Cape Town, London, Zurich, Singapore, and Mexico City. Explore Life at Zensar and join us to Grow. Own. Achieve. Learn. to be the best version of yourself.

We believe the best work happens when individuality is celebrated, growth is encouraged, and well-being is prioritized. We are an equal employment opportunity (EEO) and affirmative action employer, committed to creating an inclusive workplace. All qualified applicants will be considered without regard to race, creed, color, ancestry, religion, sex, national origin, citizenship, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veteran status.