ServiceNow Functional

3 weeks ago

McLean, United States Diverse Lynx Full time
Role: ServiceNow Functional Consultants

Location Mclean VA(day one onsite, 3 days onsite in a week)

We are looking for Functional Consultants/Consultants who have process/functional implementation experience on ServiceNow for applications like

Service Portfolio Management

Service Catalog Management

Service Request Management

Responsibilities:
  • End-to-end IT service cataloging and redesigning covering below:
  1. As-is understanding of service, respective offerings, process/workflows, integrations, fulfilment & support etc.
  2. Planning for future service
  3. Re-engineering of service/offerings & respective workflows
  4. Designing of Service, offering, consumables, request forms, workflows, approvals, fulfilment construct formation, automation designing
  5. Integration & functional designing, user stories creation, wireframes
  6. KPIs & reporting configuration
  7. Build test scripts, functional testing, pilot training
  8. Training material, trainings
  9. Hand over to support, supporting OCM etc.
  • Implementation of redesigned service using ITSM tools like ServiceNow etc.
  • Identify automation opportunities and driving implementation of the same
  • Work closely with ServiceNow developers in Agile method to get redesigned service implemented
The Role Offers:
  • Self-driven individual who would be responsible for providing IT services cataloging & 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
Essential Skills:
  • Minimum IT experience required is 6 - 9 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, BMC Remedy, HPSM or any other equivalent industry standard ITSM tool (ServiceNow is preferred)
  • Strong oral and written communication skills with the ability to communicate technical information in non-technical language
  • Excellent English communication skills, both written and verbal, including business writing skills
  • Experience of performance data analysis of ITIL processes
  • ServiceNow certification is preferred but not a must
  • Product Owner trained
  • 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
  • IT & respective technology alignment
  • 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 Qualification:
  • BE/B. Tech (minimum), MBA (IT/Operations) is preferred
  • ITIL/ITSM Functional Process Consulting or Process Management Lead
  • ITIL Intermediate or Expert certified
  • ISO 20000 Auditor is plus

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