About Us:

LTIMindtree is a global technology consulting and digital solutions company that enables enterprises across industries to reimagine business models, accelerate innovation, and maximize growth by harnessing digital technologies. As a digital transformation partner to more than 700+ clients, LTIMindtree brings extensive domain and technology expertise to help drive superior competitive differentiation, customer experiences, and business outcomes in a converging world. Powered by nearly 90,000 talented and entrepreneurial professionals across more than 30 countries, LTIMindtree - a Larsen & Toubro Group company - combines the industry-acclaimed strengths of erstwhile Larsen and Toubro Infotech and Mindtree in solving the most complex business challenges and delivering transformation at scale. For more information, please visit

Job Title: ITSM Consultant

Location: Mississauga, ON (Remote)

Job Description:

To onboard a dedicated Customer Service Agent (CSA) for Blu who will manage user-facing incidents and service requests in ServiceNow, handle Blu login support, and escalate product-related issues effectively to the appropriate stakeholders.

Scope

The Blu CSA will:

• Monitor and respond to ServiceNow incidents and requests related to Blu.
• Provide Tier 1 support for Blu login and access issues.
• Route product bugs and feature requests appropriately:
• Escalate bugs to Product Marketing or Engineering.
• Submit feature requests to Akkio for prioritization and review.
• Document interactions and resolutions in ServiceNow.
• Collaborate with internal teams to improve knowledge base accuracy and self-service tools.

ServiceNow Operations

• Monitor the ServiceNow queue for Blu-related tickets.
• Categorize, prioritize, and assign ticket types (login issues, product questions, bug reports).
• Maintain SLA compliance and escalate where needed.

Blu Login Support

• Diagnose and resolve user login failures or errors (SSO issues, expired sessions, MFA problems).
• Perform entitlement checks and liaise with IT support if system-level access updates are required.

Escalation Management

• Route verified bug reports with reproduction steps to Product Marketing and Engineering teams.
• Use Akkio's designated intake process for submitting and tracking feature requests.
• Track escalations and follow up on resolution statuses.

Customer Communication

• Communicate resolution steps to users.
• Provide updates during triage or escalated issue resolution.
• Ensure professionalism and consistency in tone and content.

Documentation & Feedback Loop

• Update ServiceNow knowledge base articles based on recurring issues.
• Document known errors and temporary workarounds.
• Participate in retrospectives with Product Marketing for continuous improvement.

System & Access Requirements

• ServiceNow Agent license with access to the Blu ticket queue.
• Access to the Blu internal knowledge base.
• Permissions to submit and track feature requests in Akkio.
• Collaboration access with Product Marketing team channels (Slack, Teams, etc.).

Reporting & KPIs

• Weekly ticket volume and resolution summary.
• First response time and resolution time.
• Escalation rate and time to escalation resolution.
• Top incident categories and feedback trends.
• Suggestions for system or process improvements.

Benefits/perks listed below may vary depending on the nature of your employment with LTIMindtree ("LTIM"):

Benefits and Perks:

• Comprehensive Medical Plan Covering Medical, Dental, Vision

• Short Term and Long-Term Disability Coverage

• 401(k) Plan with Company match

• Life Insurance

• Vacation Time, Sick Leave, Paid Holidays

• Paid Paternity and Maternity Leave

The range displayed on each job posting reflects the minimum and maximum salary target for the position across all US locations. Within the range, individual pay is determined by work location and job level and additional factors including job-related skills, experience, and relevant education or training. Depending on the position offered, other forms of compensation may be provided as part of overall compensation like an annual performance-based bonus, sales incentive pay and other forms of bonus or variable compensation.

Disclaimer: The compensation and benefits information provided herein is accurate as of the date of this posting.

LTIMindtree is an equal opportunity employer that is committed to diversity in the workplace. Our employment decisions are made without regard to race, color, creed, religion, sex (including pregnancy, childbirth or related medical conditions), gender identity or expression, national origin, ancestry, age, family-care status, veteran status, marital status, civil union status, domestic partnership status, military service, handicap or disability or history of handicap or disability, genetic information, atypical hereditary cellular or blood trait, union affiliation, affectional or sexual orientation or preference, or any other characteristic protected by applicable federal, state, or local law, except where such considerations are bona fide occupational qualifications permitted by law.

Safe return to office:

In order to comply with LTIMindtree' s company COVID-19 vaccine mandate, candidates must be able to provide proof of full vaccination against COVID-19 before or by the date of hire. Alternatively, one may submit a request for reasonable accommodation from LTIMindtree's COVID-19 vaccination mandate for approval, in accordance with applicable state and federal law, by the date of hire. Any request is subject to review through LTIMindtree's applicable processes.