Manager

Job Description (Posting).

Role: ITIL Functional Consultant L3
Band: E 3.1
Experience: 7+ Years

Position Overview
Drive ITIL process standardization and innovation within large, complex IT ecosystems using HCL BigFix Service Management. This role is pivotal in enabling enterprise-wide ITSM transformation, leveraging automation, AI-driven insights, and industry best practices to deliver superior service experiences.

Key Responsibilities
ITIL Process Optimization: Design, standardize, and enhance ITIL processes across Incident, Problem, Change, Request, and Asset Management using HCL BigFix Service Management.
ITSM Implementation: Implement end-to-end ITSM leveraging HCL BigFix Service Management and its AI-powered automation.
Enterprise Integration: Responsible for integration design, including mapping of APIs, Entities, Fields, Transformation
Customer Success: Responsible for customer adoption, organizational change management and ensuring high customer satisfaction.
AI & Analytics Enablement: Implement CVA, Predictive Analytics, GenAI use cases across the ITIL processes.

Essential Requirements
Education: BE/B.Tech and MBA (IT/Operations)
Experience:
Minimum 5 7 years in ITSM functional consulting, with 2-4 years experience in Application Administration or System Administration
Technical Expertise:
Deep understanding of Enterprise IT tools landscape in various domains such Workplace, Datacenter, Network and Security.
Hands-on experience with ITSM platforms (e.g., ServiceNow, BMC Remedy, or Equivalent)
Hands-on experience with RESTful API and JSON for ITSM integrations
Basic scripting in Javascript or Python
Skills:
Strong analytical, communication, and documentation skills.
Excellent English proficiency (written & verbal).
Customer-centric mindset with a focus on service excellence.
Certifications: ITIL Expert/Intermediate/Foundation.
Preferred: Exposure to AI-driven ITSM tools, automation frameworks, and any scripting language.

Qualification

Bachelor of Technology/ Engineering

Skill (Primary)

Cloud Services-SERVICENOW-FUNCTIONAL CONSULTANT