ITSM Functional Consultant with ServiceNow, BMC Remedy, HPSM Experience

2 weeks ago

McLean, United States Visionary Innovative Technology Solutions LLC Full time

Position: ITSM Functional Consultant

Location: Mclean VA / Plano TX – Hybrid Onsite

Duration: 6+ Month


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


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


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

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 Requirements:


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

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

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

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