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Xavier Gold Consulting Group
ServiceNow ITSM Functional Consultant
Posted 9 months ago
Contract •Remote
Role Overview
We support a federal client who needs a ServiceNow ITSM Functional Consultant Lead. The successful candidate would be responsible for providing IT services portfolio & catalog functional design consulting utilizing ITSM tools like ServiceNow while analyzing current services, offerings, processes, and workflows; designing or redesigning 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, fulfillment & support, etc.
Planning for future service
Re-engineering of service/offerings & respective workflow
Designing of Service, offering, consumables, request forms, workflows, approvals, fulfillment construct formation, automation design
Integration & functional designing, user stories creation, wireframes
KPIs & reporting configuration
Build test scripts, functional testing, pilot training
Training material, training
Hand over to support, supporting OCM, etc.
Integration with Functional consultants to drive the technical implementation
Implementation of redesigned service using ITSM tools like ServiceNow etc.
Identify automation opportunities and drive implementation of the same
Work closely with ServiceNow developers in the Agile method to get redesigned service implemented
Desired
End-to-end IT service portfolio & catalog design/redesign covering below:
As-is understanding of service, respective offerings, process/workflows, integrations, fulfillment & support, etc.
Planning for future service
Re-engineering of service/offerings & respective workflow
Designing of Service, offering, consumables, request forms, workflows, approvals, fulfillment construct formation, automation design
Integration & functional designing, user stories creation, wireframes
KPIs & reporting configuration
Build test scripts, functional testing, pilot training
Training material, training
Hand over to support, supporting OCM, etc.
Integration with Functional consultants to drive the technical implementation
Implementation of redesigned service using ITSM tools like ServiceNow etc.
Identify automation opportunities and drive implementation of the same
Work closely with ServiceNow developers in the Agile method to get redesigned service implemented
Skills:
ITIL®/ITSM Functional Process Consulting with deep technology exposure
Strong business relationship management skills would be preferred while working with a team, stakeholders, senior management, etc., and experience with large/complex customer environments.
Functional Consultant lead experience with at least a team of 4-5 resources
ITIL® Intermediate or Expert certified
ISO 20000 Auditor is a plus
Project Management training is preferred
Strong customer service orientation
Passion for analyzing problems and 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 outcome-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
Hands-on work experience on at least one Service Management tool like ServiceNow, Summit, Cherwell, BMC Remedy, HPSM, or any other equivalent industry standard ITSM tool (ServiceNow® or Summit is preferred)
Strong oral and written communication skills with the ability to communicate technical information in non-technical language
Proven people management skills for 8 – 10 people team
Excellent English communication skills, both written and verbal, including business writing skill
Experience of performance data analysis of ITIL® processes
ServiceNow® certification is preferred but not necessary
Ability to work with all levels of client and internal resource
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
Xavier Gold Consulting Group
