ITSM Functional Consultant

4 weeks ago


Dinan, Bretagne, United States Hexaware Technologies Full time
Job Title: ITSM Functional Consultant

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
Requirements:
  • 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
Essential Requirements:
  • 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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