Role OverviewServiceNow/ ITSM Functional Consultant with ServiceNow Consulting experience, a self-driven individual who would be responsible for providing functional consulting in ITSM space to implement various ITIL® processes utilizing tools like ServiceNow® while analyzing current operational processes; assessment & designing or redesigning of these processes to drive significant improvements in productivity, quality and service and working closely with business stakeholders and technical team to specify and deliver new/enhanced processes. Additionally, provide guidance on best practices, conduct workshops, and support the implementation lifecycle.
Job Description:Implement/Standardize/Optimize ITIL® Service Management processes and functions for a large customer environment where IT services may get offered by multiple service providersPlan end-to-end ITSM function cum process implementation considering various business and strategic scenarios.Engage with clients to gather and analyze business requirements related to ServiceNow® implementation and enhancements.Design, configure, and support in implementation of ServiceNow® solutions, for example, IT Service Management (ITSM), IT Operations Management (ITOM), Strategic Portfolio Management (SPM), and Customer Service Management (CSM).Reengineer existing processes and design new processes to dramatically improve productivity, quality and service, ensuring appropriate stakeholder input and buy-inLead functional process implementations for designed/re-designed processes using ITIL® based ITSM tools like ServiceNow®Collaborate with ServiceNow® technical team including developers, architects, and project managers to ensure successful project delivery using Agile approachSupport process and tool implementation through appropriate documentation for processes, functionalities, test scripts and training materialConduct workshops, training sessions, and knowledge transfer sessions to empower client teams and stakeholders.Provide expertise in ServiceNow® platform capabilities, configurations, integrations, and customizations to address client needs.Develop and maintain documentation including functional requirement specifications, wireframes, and user guides.Stay updated on ServiceNow® product releases, industry trends, and best practices to continually enhance service delivery.Support pre-sales activities by contributing to proposals, demonstrations, and client presentations as needed.Conduct operational trainings and follow organizational change management processImplement KPI measurement & reporting
Desired Skills:ITIL®/ITSM Functional Process Consulting ITIL® Intermediate or Expert certifiedServiceNow® certification(s) such as Certified Implementation Specialist (CIS), Certified System Administrator (CSA), or equivalent.ISO 20000 Auditor is plusProject Management trained is preferredStrong customer service orientationPassion for analyzing problems designing creative solutions in the form of process design and automation, driving continuous performance improvementComfortable with and effective using MS Office applications including VisiClose attention to detail and accuracyDeadline driven and results orientedFlexible 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 Requirements:BE/B. Tech (minimum), MBA (IT/Operations) is preferredMinimum IT experience required is 8 – 10 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 experienceHands-on work experience on at least one Service Management tools like ServiceNow, Summit, Cherwell, BMC Remedy, HPSM or any other equivalent industry standard ITSM tool (ServiceNow® or Summit is preferred)Strong oral and written communication skills with the ability to communicate technical information in non-technical languageProven people management skills for 8 – 10 people teamExcellent English communication skills, both written and verbal, including business writing skillsExperience of performance data analysis of ITIL® processesAbility to work with all levels of client and internal resourcesAbility to organize, delegate, and leverage resources to accomplish objectivesSupervisory skills and the ability to leverage support from other parts of the organizationOrganizational and time management skills 
