ITSM Functional Consultant

1 week ago


Bloomington, Illinois, United States Futran Tech Solutions Pvt. Ltd. Full time
Job Title: ITSM Functional Consultant

We are seeking a highly skilled ITSM Functional Consultant to join our team at Futran Tech Solutions Pvt. Ltd. The ideal candidate will have a strong background in IT Service Management (ITSM) and experience with ServiceNow.

Job Summary:

The ITSM Functional Consultant will be responsible for providing IT services cataloging and functional design consulting utilizing ITSM tools like ServiceNow. The successful candidate will analyze current services, offerings, processes, and workflows, and design or redesign services/offerings to drive significant improvements in productivity, quality, and service to customers.

Key Responsibilities:
  • End-to-end IT service cataloging and redesigning
  • As-is understanding of service, respective offerings, process/workflows, integrations, fulfillment & support
  • Planning for future service
  • Re-engineering of service/offerings & respective workflows
  • Designing of Service, offering, consumables, request forms, workflows, approvals, fulfillment construct formation, automation designing
  • Integration & functional designing, user stories creation, wireframes
  • KPIs & reporting configuration
  • Build test scripts, functional testing, pilot training
  • Training material, trainings
  • Hand over to support, supporting OCM
Requirements:
  • BE/B. Tech (minimum), MBA (IT/Operations) is preferred
  • Minimum IT experience required is years out of which at least - 7 years in ITIL process functional consulting domain or at least - 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
Desired Skills:
  • ITIL/ITSM Functional Process Consulting or Process Management Lead
  • ITIL Intermediate or Expert certified
  • ISO 20000 Auditor is plus
  • 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
What We Offer:

Futran Tech Solutions Pvt. Ltd. offers a dynamic and challenging work environment, competitive compensation, and opportunities for growth and development.



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