Exp: 6+years

Location: Noida

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As an ITSM Functional Consultant, you will be the bridge between complex business

requirements and technical execution. You will lead the design and implementation of

high-level integration scenarios, specifically focusing on eBonding and the HCL ITSM

ecosystem. Your role is pivotal in driving the full project lifecycle, from initial scoping

and Proof of Concept to final production deployment and hypercare.

Key Responsibilities

1. Solution Design & Integration

Define High-Level Design (HLD): Document and explain integration approaches

and scenarios.

Lead POCs: Spearhead the design and development of Proof of Concepts for

both ITSM and non-ITSM tool integrations.

eBonding Expertise: Configure and develop connectivity solutions between the

external (ITSM or Non-ITSM) System and HCL IT Service Management tool.

Scalability: Create standardized documentation from new integrations to be

leveraged by other Functional Consultants in future projects.

2. Project Lifecycle & Implementation

End-to-End Delivery: Drive technical onboarding projects in close collaboration

with Project Managers & other Technical team / Consultants.

Stakeholder Engagement: Actively participate in implementation discussions

with internal/external stakeholders and executive management.

Requirements Management: Gather and manage functional requirements for

implementing the requested functionalities.

Validation: Assess project scope and commercial feasibility before project

initiation.

Testing & Deployment: Lead System Integration Testing (SIT) and User

Acceptance Testing (UAT).

Hypercare: Provide dedicated operational support during the transition phase

before handing over to the SX Operations team.3. Technical Support & Pre-sales Solutioning

Expert Support: Serve as the escalation point for Operations team for expert-level

technical issues related to HCL IT Service Management Capabilities.

Pre- Sales solutioning: Provide deep-dive expertise for HCL IT Service Manager

toolset during the Presales discussions and provide the appropriate solutions to the

client requirements.

4. Knowledge Management

Documentation: Maintain a comprehensive library of integration guides and

technical workflows.

Enablement: Publish insights to the public knowledge base and conduct training

sessions for internal teams.

Qualifications & Skills

Education: Bachelors or Engineering degree in Computer Science, Information

Technology, or a related field.

ITIL Certification: ITIL v4 Foundation & Intermediate required (Expert level

certification is a significant plus).

Tooling Experience: Proven experience managing ITSM tools and operations

(e.g., ServiceNow, Remedy, Cherwell, JIRA etc.).

Certification in administration for any major ITSM tool is preferred.
Total Experience: Minimum 10 Years, Relevant Experience: minimum 3-4

Years

Process Mastery: Strong understanding of Incident, Problem, Change, Service

Request, CMDB, SAM, HAM, and Knowledge Management processes.

Reporting: Proficiency in reporting tools such as Excel, Power BI, or native ITSM

Reporting.

Senior Information Technology Service Management Consultant