ITSM Functional Consultant

                ITSM Functional Consultant (+10 Years’ Experience)

- Role Overview

ITSM Functional Consultant with ServiceNow consulting experience, a self-driven individual who would be responsible for providing functional consulting in the ITSM space to implement various ITIL® processes utilizing tools like ServiceNow® while analyzing current operational processes; assessment and designing or redesigning these processes to drive significant improvements in productivity, quality and service and working closely with business stakeholders and the 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 like Change, Incident and problem management and functions for a large customer environment where IT services may be offered by multiple service providers.
- Plan end-to-end ITSM function and 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 the implementation of ServiceNow® solutions, for example, IT Service Management (ITSM), IT Operations Management (ITOM), IT Business Management (ITBM), 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-in.
- Lead functional process implementations for designed/re-designed processes using ITIL®-based ITSM tools like ServiceNow®.
- Collaborate with the ServiceNow® technical team, including developers, architects, and project managers, to ensure successful project delivery using an Agile approach.
- Support process and tool implementation through appropriate documentation for processes, functionalities, test scripts, and training materials.
- Conduct 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.
- k. 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 training and follow the organizational change management process.
- Implement KPI measurement & reporting

- Desired Skills:
- ITIL®/ITSM Functional Process Consulting or Process Management Lead
- ITIL® Intermediate or Expert certified
- ServiceNow® certification(s) such as Certified Implementation Specialist (CIS), Certified System Administrator (CSA), or equivalent.
- ISO 20000 Auditor is plus
- 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 Requirements:
- BE/B. Tech (minimum), MBA (IT/Operations) is preferred
- Minimum 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 experience
- Hands-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 language
- Proven people management skills for 8 – 10 people team
- Excellent English communication skills, both written and verbal, including business writing skills
- Experience of performance data analysis of ITIL® processes
- 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