Role Overview

We support a federal client who needs a ServiceNow ITSM Functional Consultant Lead. The successful candidate would be responsible for providing IT services portfolio & catalog functional design consulting utilizing ITSM tools like ServiceNow while analyzing current services, offerings, processes, and workflows; designing or redesigning services/offerings including aspects like automation, integrations, costing/chargebacks, etc. to drive significant improvements in productivity, quality and service to customers while working closely with business stakeholders as well as technical teams.

Must have more than ten (10) years of ServiceNow Experience

Job Description:

• End-to-end IT service portfolio & catalog design/redesign covering below:
  
• As-is understanding of service, respective offerings, process/workflows, integrations, fulfillment & support, etc.
• Planning for future service
• Re-engineering of service/offerings & respective workflow
• Designing of Service, offering, consumables, request forms, workflows, approvals, fulfillment construct formation, automation design
• Integration & functional designing, user stories creation, wireframes
• KPIs & reporting configuration
• Build test scripts, functional testing, pilot training
• Training material, training
• Hand over to support, supporting OCM, etc.
• Integration with Functional consultants to drive the technical implementation
• Implementation of redesigned service using ITSM tools like ServiceNow etc.
• Identify automation opportunities and drive implementation of the same
• Work closely with ServiceNow developers in the Agile method to get redesigned service implemented

Desired

• End-to-end IT service portfolio & catalog design/redesign covering below:
  
• As-is understanding of service, respective offerings, process/workflows, integrations, fulfillment & support, etc.
• Planning for future service
• Re-engineering of service/offerings & respective workflow
• Designing of Service, offering, consumables, request forms, workflows, approvals, fulfillment construct formation, automation design
• Integration & functional designing, user stories creation, wireframes
• KPIs & reporting configuration
• Build test scripts, functional testing, pilot training
• Training material, training
• Hand over to support, supporting OCM, etc.
• Integration with Functional consultants to drive the technical implementation
• Implementation of redesigned service using ITSM tools like ServiceNow etc.
• Identify automation opportunities and drive implementation of the same
• Work closely with ServiceNow developers in the Agile method to get redesigned service implemented

Skills:

• ITIL®/ITSM Functional Process Consulting with deep technology exposure
• Strong business relationship management skills would be preferred while working with a team, stakeholders, senior management, etc., and experience with large/complex customer environments.
• Functional Consultant lead experience with at least a team of 4-5 resources
• ITIL® Intermediate or Expert certified
• ISO 20000 Auditor is a plus
• Project Management training is preferred
• Strong customer service orientation
• Passion for analyzing problems and 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 outcome-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
• Hands-on work experience on at least one Service Management tool 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 skill
• Experience of performance data analysis of ITIL® processes
• ServiceNow® certification is preferred but not necessary
• Ability to work with all levels of client and internal resource
• 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