ServiceNow Functional Consultant(ITSM/CSM/ HRSD)/ ServiceNow BA

2 days ago

Greater Bengaluru Area, India Birlasoft Full time

Area(s) of responsibility

Skills:
ServiceNow Functional Consultant/ ServiceNow BA(ITSM/ CSM/ HRSD)

Experience:
6+ years

Location:
Mumbai/ Pune/ Bangalore/ Noida/ Hyderabad

Job Description

  • Standardize/Optimize ITIL Service Management processes and functions for a large customer environment where IT services may get offered by multiple service providers
  • Experience in Delivery and consulting for Change and Release Management Process.
  • Experience to consult and plan for end-to-end ITSM/CSM / ITSM / HRSD function cum process implementation considering various business and strategic scenarios
  • Reengineer existing processes and design new processes to dramatically improve productivity, quality and service, ensuring appropriate stakeholder input and buy-in
  • Lead functional process implementations for designed/re-designed processes using ITIL based ITSM tools like ServiceNow
  • Work closely with ServiceNow technical team to implement the desired processes using Agile approach
  • Support process and tool implementation through appropriate documentation for processes, functionalities, test scripts and training material
  • ITIL Intermediate or Expert certified is preferred
  • Project Management trained is preferred
  • Strong customer service orientation
  • Passion for analysing 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
  • 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 experience is must)
  • 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 skills
  • ServiceNow certification is preferred but not a must
  • Ability to work with all levels of client and internal resources

Mandatory Certifications

  • ITIL V3 or V4 certifications
  • Certified System Administrator (CSA)
  • Any micro certifications
  • ServiceNow Accreditations

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