Sr. ITSM FUNCTIONAL CONSULTANT

Role: Sr. ITSM FUNCTIONAL CONSULTANT
Location: Plano, TX AND McLean, VA
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:

1. End-to-end IT service portfolio & catalog design/redesign covering below:
2. As-is understanding of service, respective offerings, process/workflows, integrations, fulfilment & support etc.
3. Planning for future service

iii. Re-engineering of service/offerings & respective workflows

1. Designing of Service, offering, consumables, request forms, workflows, approvals, fulfilment construct formation, automation designing
2. Integration & functional designing, user stories creation, wireframes
3. KPIs & reporting configuration

vii. Build test scripts, functional testing, pilot training

viii. Training material, trainings

1. Hand over to support, supporting OCM etc.
2. Implementation of redesigned service using ITSM tools like ServiceNow etc.
3. Identify automation opportunities and driving implementation of the same
4. Work closely with ServiceNow developers in Agile method to get redesigned service implemented

Desired Skills:

1. ITIL /ITSM Functional Process Consulting or Process Management Lead
2. ITIL Intermediate or Expert certified
3. ISO 20000 Auditor is plus
4. IT & respective technology alignment
5. Project Management trained is preferred
6. Strong customer service orientation
7. Passion for analyzing problems designing creative solutions in the form of process design and automation, driving continuous performance improvement
8. Comfortable with and effective using MS Office applications including Visio
9. Close attention to detail and accuracy
10. Deadline driven and results oriented
11. 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:

1. BE/B. Tech (minimum), MBA (IT/Operations) is preferred
2. 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
3. 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)
4. Strong oral and written communication skills with the ability to communicate technical information in non-technical language
5. Excellent English communication skills, both written and verbal, including business writing skills
6. Experience of performance data analysis of ITIL processes
7. ServiceNow certification is preferred but not a must
8. Product Owner trained
9. Ability to work with all levels of client and internal resources
10. Ability to organize, delegate, and leverage resources to accomplish objectives
11. Supervisory skills and the ability to leverage support from other parts of the organization
12. Organizational and time management skills

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