Role Overview

We support a federal client needing a ServiceNow Service Catalog Functional Consultant, a self-driven individual responsible for providing an IT service portfolio & catalog functional design consulting utilizing ServiceNow while analyzing current services, offerings, processes, and workflows. The prospective candidate is skilled at designing or redesigning services/offerings, including aspects like automation, integrations, costing/chargebacks, etc., to drive significant improvements in productivity, quality, and customer service while working closely with business stakeholders and technical teams.

Must have more than five (5) years of ServiceNow Experience

Job Description:

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

Desired Skills:

1. ITIL®/ITSM Functional Process Consulting or Process Management Lead
2. ITIL® Intermediate or Expert certified
3. ISO 20000 Auditor is a plus
4. IT & respective technology alignment
5. Project Management training is preferred
6. Strong customer service orientation
7. Passion for analyzing problems and designing creative solutions in the form of process design and automation, driving continuous performance improvement
8. Comfortable with and effective using MS Office applications, including Visio
9. Close attention to detail and accuracy
10. Deadline-driven and results-oriented
11. 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:

1. BE/B. Tech (minimum), MBA (IT/Operations) is preferred
2. Minimum IT experience required is 8 – 10 years. At least 5 – 7 years in ITIL process functional consulting domain or at least 6 – 8 years of ITIL® Process owner/manager experience
3. Hands-on work experience on at least one Service Management tool like ServiceNow, BMC Remedy, HPSM, or any other equivalent industry standard ITSM tool (ServiceNow is preferred)
4. Strong oral and written communication skills with the ability to communicate technical information in non-technical language
5. Excellent English communication skills, both written and verbal, including business writing skills
6. Experience in performing data analysis based on ITIL 4® best processes
7. ServiceNow certification is preferred but not a must
8. Product Owner trained
9. Ability to work with all levels of client and internal resources
10. Ability to organize, delegate, and leverage resources to accomplish objectives
11. Supervisory skills and the ability to leverage support from other parts of the organization
12. Organizational and time management skills