ServiceNow Functional Consultant

1. 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 ServiceNow functional consulting domain
   3. Hands-on work experience as Functional Consultant on ServiceNow
   4. ServiceNow Certified System Administrator (CSA) and/or ServiceNow CIS (any)
   5. Strong oral and written communication skills with the ability to communicate technical information in non-technical language
   6. Proven people management skills for 8 – 10 people team
   7. Excellent English communication skills, both written and verbal, including business writing skills
   8. Experience of performance data analysis of ITIL® processes
   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

1. Role Overview

ServiceNow Functional Consultant, a self-driven individual who would be responsible for providing functional consulting for various applications, suites or platforms utilizing tools like ServiceNow® while analyzing current operational business/IT processes; assessment & designing or redesigning of these processes & functionalities to drive significant improvements in productivity, quality & service while working closely with business stakeholders and technical teams to specify and deliver new/enhanced processes.

1. Job Description:
   1. Implement/Standardize/Optimize various business or IT (Service Management) processes and functions for a large customer environment where IT services may get offered by multiple service providers
   2. Plan end-to-end Enterprise Service Management or ServiceNow CoE function implementation considering various business and strategic scenarios
   3. Reengineer existing processes and design new processes to dramatically improve productivity, quality and service, ensuring appropriate stakeholder input and buy-in
   4. Lead functional enterprise service management processes implementations for designed/re-designed processes using tools like ServiceNow
   5. Work on Business Requirements Documents (BRDs), High/Low Level Design Documents (HLDs/LLDs), Functional Requirements Specifications (FRS), User Stories, Test Scripts, Training Guides, HOTS etc.
   6. Work closely with ServiceNow® technical team to implement the desired processes using Agile approach
   7. Support process and tool implementation through appropriate documentation for processes, functionalities, test scripts and training material etc.
   8. Conduct operational training and follow organizational change management process
   9. Implement KPI measurement & reporting

1. Desired Skills:
   1. ServiceNow Functional Consulting experience for either of ServiceNow suites as ITSM, SPM, HRSD, ITOM, ITAM, SecOps, IRM, Custom Apps etc.
   2. ITIL® Intermediate or Expert certified
   3. Strong customer service orientation
   4. Passion for analyzing problems & designing creative solutions in the form of process design and automation, driving continuous performance improvement
   5. Comfortable with and effective using MS Office applications including Visio
   6. Close attention to detail and accuracy
   7. Deadline driven and results oriented
   8. 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