ITSM Functional Consultant

2 days ago

McLean, United States Hexaware Technologies Full time

What Working at Hexaware offers:



Hexaware is a dynamic and innovative IT organization committed to delivering cutting-edge solutions to our clients worldwide. We pride ourselves on fostering a collaborative and inclusive work environment where every team member is valued and empowered to succeed.

Hexaware provides access to a vast array of tools that enhance, revolutionize, and advance professional profile. We complete the circle with excellent growth opportunities, chances to collaborate with highly visible customers, chances to work alongside bright brains, and the perfect work-life balance.

With an ever-expanding portfolio of capabilities, we delve deep into and identify the source of our motivation. Although technology is at the core of our solutions, it is still the people and their passion that fuel Hexaware’s commitment towards creating smiles.

“At Hexaware we encourage to challenge oneself to achieve full potential and propel growth. We trust and empower to disrupt the status quo and innovate for a better future. We encourage an open and inspiring culture that fosters learning and brings talented, passionate, and caring people together.”

We are always interested in, and want to support, the professional and personal you. We offer a wide array of programs to help expand skills and supercharge careers. We help discover passion—the driving force that makes one smile and innovate, create, and make a difference every day.



The Hexaware Advantage: Your Workplace Benefits


• Excellent Health benefits with low-cost employee premium.

• Wide range of voluntary benefits such as Legal, Identity theft and Critical Care Coverage

• Unlimited training and upskilling opportunities through Udemy and Hexavarsity



Role: ITSM Functional Consultant

Location: Mclean VA OR Plano TX (Hybrid, 3 days a week WFO)

Experience: 8+


Role Overview

Functional Consultant, a self-driven individual who would be responsible for providing, IT services portfolio & catalog functional design consulting utilizing ITSM tools like ServiceNow while analyzing current services, offerings, processes, workflows; designing or redesigning of 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


2.Job Description:

a.End-to-end IT service portfolio & catalog design/redesign covering below:

I. As-is understanding of service, respective offerings, process/workflows, integrations, fulfilment & support etc.

ii.Planning for future service

iii.Re-engineering of service/offerings & respective workflows

iv.Designing of Service, offering, consumables, request forms, workflows, approvals, fulfilment construct formation, automation designing

v.Integration & functional designing, user stories creation, wireframes

vi.KPIs & reporting configuration

vii.Build test scripts, functional testing, pilot training

viii.Training material, trainings

ix.Hand over to support, supporting OCM etc.


b.Implementation of redesigned service using ITSM tools like ServiceNow etc.

c.Identify automation opportunities and driving implementation of the same

d.Work closely with ServiceNow developers in Agile method to get redesigned service implemented


3.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.IT & respective technology alignment

e.Project Management trained is preferred

f.Strong customer service orientation

g.Passion for analyzing problems designing creative solutions in the form of process design and automation, driving continuous performance improvement

h.Comfortable with and effective using MS Office applications including Visio

i.Close attention to detail and accuracy

j.Deadline driven and results oriented

k.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


4.Essential Requirements:

a.BE/B. Tech (minimum), MBA (IT/Operations) is preferred

b.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

c.Hands-on work experience on at least one Service Management tools like ServiceNow, BMC Remedy, HPSM or any other equivalent industry standard ITSM tool (ServiceNow is preferred)

d.Strong oral and written communication skills with the ability to communicate technical information in non-technical language

e.Excellent English communication skills, both written and verbal, including business writing skills

f.Experience of performance data analysis of ITIL® processes

g.ServiceNow certification is preferred but not a must

h.Product Owner trained

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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