Mattel is seeking an ITSM Practitioner to join our IT Service Management team in Hyderabad. In this role, you’ll help deliver efficient, high-quality IT services that enable our teams worldwide. You’ll leverage ServiceNow, AI tools, and best-in-class ITIL practices to improve service delivery, optimize workflows, and enhance the digital experience for our employees and partners.

What You’ll Do

·        Follow and enhance existing ITSM processes (Incident, Problem, Change, Release, Knowledge, Event, Request, CMDB, and Service Catalog).

·        Initial focus will heavily be in CMDB & Service Catalog.

·        Work within ServiceNow to support business needs.

·        Explore AI and automation opportunities to drive efficiency and improve IT service.

·        Track and report on ITSM performance, including SLAs and KPIs.

·        Collaborate with IT teams, business stakeholders, and vendors to ensure high-quali...