ServiceNow Functional Consultants/Consultants

Job Details

Service Portfolio Management

Service Catalog Management

Service Request Management

Responsibilities

 

• End-to-end IT service cataloging and redesigning covering below:
• As-is understanding of service, respective offerings, process/workflows, integrations, fulfilment & support etc
• Planning for future service
• Re-engineering of service/offerings & respective workflows
• Designing of Service, offering, consumables, request forms, workflows, approvals, fulfilment construct formation, automation designing
• Integration & functional designing, user stories creation, wireframes
• KPIs & reporting configuration
• Build test scripts, functional testing, pilot training
• Training material, trainings
• Hand over to support, supporting OCM etc.
• Implementation of redesigned service using ITSM tools like ServiceNow etc.
• Identify automation opportunities and driving implementation of the same
• Work closely with ServiceNow developers in Agile method to get redesigned service implemented
  
   

The Role Offers

 

• Self-driven individual who would be responsible for providing IT services cataloging & functional design consulting utilizing ITSM tools like ServiceNow while analyzing current services, offerings, processes, workflows; designing or redesigning of services/offerings including aspects like automation, integrations, costing/chargebacks etc. to drive significant improvements in productivity, quality and service to customers while working closely with business stakeholders as well as technical teams
  
   

Essential Skills

 

• Minimum IT experience required is 6 – 9 years out of which at least 5 – 7 years in ITIL process functional consulting domain or at least 6 – 8 years of ITIL Process owner/manager experience
• Hands-on work experience on at least one Service Management tools like ServiceNow, BMC Remedy, HPSM or any other equivalent industry standard ITSM tool (ServiceNow is preferred)
• Strong oral and written communication skills with the ability to communicate technical information in non-technical language
• Excellent English communication skills, both written and verbal, including business writing skills
• Experience of performance data analysis of ITIL processes
• ServiceNow certification is preferred but not a must
• Product Owner trained
• Ability to work with all levels of client and internal resources
• Ability to organize, delegate, and leverage resources to accomplish objectives
• Supervisory skills and the ability to leverage support from other parts of the organization
• Organizational and time management skills
• IT & respective technology alignment
• Project Management trained is preferred
• Strong customer service orientation
• Passion for analyzing problems designing creative solutions in the form of process design and automation, driving continuous performance improvement
• Comfortable with and effective using MS Office applications including Visio
• Close attention to detail and accuracy
• Deadline driven and results oriented
• Flexible attitude and ability to interact with a diverse business user community and changing environment; comfortable with and excited about being part of the driving force behind change management
  
   

Essential Qualification

 

• BE/B. Tech (minimum), MBA (IT/Operations) is preferred
• ITIL/ITSM Functional Process Consulting or Process Management Lead
• ITIL Intermediate or Expert certified
• ISO 20000 Auditor is plus