Itsm Functional Consultant

2 weeks ago

London, United Kingdom FalconSmartIT Full time

Job Title**: ITSM Functional Consultant**

Job Type**:Contract \ Permanent**

Job Location**: London, UK**

**ESM Senior Functional Consultant**
- **Role Overview**

Senior ITSM Functional Consultant, a self-driven individual who would be responsible for providing functional consulting in ITSM space to implement various ITIL® processes utilizing tools like ServiceNow® while analyzing current operational processes; assessment & designing or redesigning of these processes to drive significant improvements in productivity, quality and service and working closely with business stakeholders and technical team to specify and deliver new/enhanced processes
- Implement/Standardize/Optimize ITSM, ITOM, CSM processes and functions for a large customer environment where IT services may get offered by multiple service providers
- Plan end-to-end ServiceNow 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 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
- Perform end-to-end testing and supporting user acceptance testing.
- Conduct operational trainings and follow organizational change management process
- Implement KPI measurement & reporting
- **Desired Skills**:

- ITIL® Functional Process Consulting or Process Management Lead
- ITIL® Intermediate or Expert certified
- ISO 20000 Auditor is plus
- 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
- 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**:

- BE/B. Tech (minimum), MBA (IT/Operations) is preferred
- Minimum IT experience required is 10+ years out of which at least 6-8 years in ITIL® process functional consulting domain or ITIL® Process owner/manager experience
- Hands-on work experience on at least one Service Management tools 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 skills
- Experience of performance data analysis of ITIL® processes
- ServiceNow® certification is preferred but not a must
- 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

Regards,

Sivaranjani

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