Senior Information Technology Service Management Consultant

Exp: 5+years

Location: Noida, Bangalore

Skills: ITSM, API Integrations.

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

ssrequirements and technical execution. You will lead the design and implementation

ofhigh-level integration scenarios, specifically focusing on eBonding and the HCL IT

SMecosystem. Your role is pivotal in driving the full project lifecycle, from initial scopi

ngand Proof of Concept to final production deployment and hypercar

e.Key Responsibiliti

es1. Solution Design & Integrati

• onDefine High-Level Design (HLD): Document and explain integration approach

esand scenario

• s.Lead POCs: Spearhead the design and development of Proof of Concepts f

orboth ITSM and non-ITSM tool integration

• s.eBonding Expertise: Configure and develop connectivity solutions between t

heexternal (ITSM or Non-ITSM) System and HCL IT Service Management too

• l.Scalability: Create standardized documentation from new integrations to

beleveraged by other Functional Consultants in future project

s.2. Project Lifecycle & Implementati

• onEnd-to-End Delivery: Drive technical onboarding projects in close collaborati

onwith Project Managers & other Technical team / Consultant

• s.Stakeholder Engagement: Actively participate in implementation discussio

nswith internal/external stakeholders and executive managemen

• t.Requirements Management: Gather and manage functional requirements f

orimplementing the requested functionalitie

• s.Validation: Assess project scope and commercial feasibility before proje

ctinitiatio

• n.Testing & Deployment: Lead System Integration Testing (SIT) and Us

erAcceptance Testing (UAT

• ).Hypercare: Provide dedicated operational support during the transition pha

sebefore handing over to the SX Operations team.3. Technical Support & Pre-sales Solutioni

• ngExpert Support: Serve as the escalation point for Operations team for expert-lev

eltechnical issues related to HCL IT Service Management Capabilitie

• s.Pre- Sales solutioning: Provide deep-dive expertise for HCL IT Service Manag

ertoolset during the Presales discussions and provide the appropriate solutions to t

heclient requirement

s.4. Knowledge Manageme

• ntDocumentation: Maintain a comprehensive library of integration guides a

ndtechnical workflow

• s.Enablement: Publish insights to the public knowledge base and conduct traini

ngsessions for internal team

s.Qualifications & Skil

• lsEducation: Bachelors or Engineering degree in Computer Science, Informati

onTechnology, or a related fiel

• d.ITIL Certification: ITIL v4 Foundation & Intermediate required (Expert lev

elcertification is a significant plus

• ).Tooling Experience: Proven experience managing ITSM tools and operatio

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

• ).Certification in administration for any major ITSM tool is preferre
• d.Total Experience: Minimum 10 Years, Relevant Experience: minimum 3

-4Yea

• rsProcess Mastery: Strong understanding of Incident, Problem, Change, Servi

ceRequest, CMDB, SAM, HAM, and Knowledge Management processe

• s.Reporting: Proficiency in reporting tools such as Excel, Power BI, or native IT

SMReportin