ITSM Functional Consultant
4 weeks ago
Hexaware Technologies is seeking a highly skilled ITSM Functional Consultant to join our team. As a key member of our IT service management team, you will be responsible for providing expert-level consulting services to our clients, utilizing IT service management tools such as ServiceNow.
Key Responsibilities:- Design and implement IT service portfolios and catalogs using ITSM tools like ServiceNow
- Conduct as-is analysis of current services, offerings, processes, and workflows
- Develop and implement future service plans, including re-engineering of services and workflows
- Design and implement service offerings, consumables, request forms, workflows, approvals, and fulfillment constructs
- Integrate and design functional solutions, user stories, and wireframes
- Configure KPIs and reporting
- Develop and implement test scripts, functional testing, and pilot training
- Develop training materials and train teams
- Hand over redesigned services to support teams and facilitate OCM
- ITIL/ITSM Functional Process Consulting or Process Management Lead experience
- ITIL Intermediate or Expert certification
- ISO 20000 Auditor certification (plus)
- Strong customer service orientation
- Passion for analyzing problems and designing creative solutions
- Comfortable with MS Office applications, including Visio
- Close attention to detail and accuracy
- Deadline-driven and results-oriented
- Flexible attitude and ability to interact with diverse business user communities
- BE/B. Tech (minimum), MBA (IT/Operations) preferred
- Minimum 8-10 years of IT experience, with at least 5-7 years in ITIL process functional consulting or 6-8 years as an ITIL Process owner/manager
- Hands-on experience with Service Management tools like ServiceNow, BMC Remedy, or HPSM
- Strong oral and written communication skills
- Excellent English communication skills, including business writing skills
- Experience with performance data analysis of ITIL processes
- ServiceNow certification (preferred)
- Product Owner training
- Ability to work with all levels of client and internal resources
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