Senior IT Service Management Functional Consultant
5 days ago
- Role Overview
Senior ITSM Functional Consultant, 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
- Job Description:
a. Implement/Standardize/Optimize ITIL Service Management processes and functions for a large customer environment where IT services may get offered by multiple service providers
b. Plan end-to-end ITSM function cum process implementation considering various business and strategic scenarios
c. Reengineer existing processes and design new processes to dramatically improve productivity, quality and service, ensuring appropriate stakeholder input and buy-in
d. Lead functional process implementations for designed/re-designed processes using ITIL based ITSM tools like ServiceNow
e. Work closely with ServiceNow technical team to implement the desired processes using Agile approach
f. Support process and tool implementation through appropriate documentation for processes, functionalities, test scripts and training material
g. Conduct operational trainings and follow organizational change management process
h. Implement KPI measurement & reporting
- Desired Skills:
a. ITIL/ITSM Functional Process Consulting or Process Management Lead
b. ITIL Intermediate or Expert certified
c. ISO 20000 Auditor is plus
d. Project Management trained is preferred
e. Strong customer service orientation
f. Passion for analyzing problems designing creative solutions in the form of process design and automation, driving continuous performance improvement
g. Comfortable with and effective using MS Office applications including Visio
h. Close attention to detail and accuracy
i. Deadline driven and results oriented
j. 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:
a. BE/B. Tech (minimum), MBA (IT/Operations) is preferred
b. Minimum IT experience required is 10+ years out of which at least 6-8 years in ITIL process functional consulting domain or ITIL Process owner/manager experience
c. 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)
d. Strong oral and written communication skills with the ability to communicate technical information in non-technical language
e. Proven people management skills for 8 – 10 people team
f. Excellent English communication skills, both written and verbal, including business writing skills
g. Experience of performance data analysis of ITIL processes
h. ServiceNow certification is preferred but not a must
i. Ability to work with all levels of client and internal resources
j. Ability to organize, delegate, and leverage resources to accomplish objectives
k. Supervisory skills and the ability to leverage support from other parts of the organization
l. Organizational and time management skills
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