Remote: Servicenow Functional Consultant- Catalogue

Role : Functional Consultant- Catalogue

Location : Plano TX / Mclean VA (Remote)

Duration : 6+ Month

Job Description :

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 :

• End-to-end IT service portfolio & catalog design / redesign covering below :
• As-is understanding of service, respective offerings, process / workflows, integrations, fulfilment & support etc.
• Planning for future service
• Re-engineering of service / offerings & respective workflows
• Designing of Service, offering, consumables, request forms, workflows, approvals, fulfilment 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 etc.
• Implementation of redesigned service using ITSM tools like ServiceNow etc.
• Identify automation opportunities and driving implementation of the same
• 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 :

• 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
12 days ago