Senior Technical Consultant_Incident management, change management

Job description

ServiceNow Technical Architecture Implementation Client Stakeholder Management Communication Delivery Leadership Team Mentoring Key Responsibilities • Lead full-lifecycle ServiceNow implementations from discovery through go-live and post-implementation support. • Own delivery outcomes, quality standards, timeline adherence, and budget management with full accountability. • Make independent technical and architectural decisions aligned with client requirements and best practices. • Execute technical delivery across multiple ServiceNow modules (incident management, change management, CMDB, ITSM, ITOM, custom development, integrations, or other platforms as required). • Serve as primary client-facing delivery lead; manage expectations, communicate progress, and resolve issues transparently. • Conduct requirements analysis, design reviews, and technical workshops directly with client stakeholders. • Build and maintain client relationships; demonstrate commercial acumen and business-focused thinking. • Design and implement ServiceNow solutions using best practices and platform capabilities. • Perform hands-on configuration, customization, and development as needed to ensure quality outcomes. • Ensure code quality, adherence to standards, and comprehensive testing throughout implementation. • Drive process optimization and value realization for the client. • Lead and mentor consulting team members; provide technical guidance and capability building. • Conduct knowledge transfer and ensure team development aligned with delivery outcomes. Required Qualifications • 8+ years of professional experience in IT service management, ServiceNow implementations, or related enterprise software delivery. • 5+ years of hands-on ServiceNow configuration, development, and customization across multiple modules. • Proven track record leading complete implementations independently from scoping through go-live. • Strong technical foundation in ServiceNow architecture, workflows, business rules, scripting (JavaScript/GlideScript), and integrations. • Direct experience managing client relationships, conducting workshops, and communicating technical concepts to non-technical stakeholders. • Demonstrated commercial awareness: ability to scope work, manage timelines and budgets, and identify upsell opportunities. • ServiceNow platform certifications (System Administrator, Application Developer, or higher) strongly preferred. Core Competencies • Deep ServiceNow platform knowledge; ability to architect and build complex solutions with minimal guidance. • Database design, systems integration, API development, and troubleshooting complex technical issues. Technical Expertise Communication Stakeholder Management • Excellent written and verbal communication in English; ability to communicate clearly with executives, technical teams, and end-users. • Stakeholder management: building trust, managing expectations, and resolving conflicts professionally. • Presentation and facilitation skills; comfort leading technical and business discussions. Problem-Solving Delivery • Strong analytical and problem-solving capability; ability to work through ambiguous requirements. • Project leadership: disciplined approach to planning, risk management, and delivery accountability. • Quality focus: attention to detail, testing rigor, and commitment to best practices. Leadership Mentoring • Team leadership: ability to motivate, develop, and hold team members accountable. • Mentoring mindset; commitment to developing capability in others. Preferred Qualifications • Experience with multiple ServiceNow modules (ITSM, ITOM, HR, Procurement, Governance). • Background in offshore delivery or distributed team leadership. • Experience with implementation methodology frameworks (Agile, Waterfall, Hybrid). • Track record in capturing and delivering commercial value; experience in presales or opportunity scoping. • Background in ITSM or IT governance; ITIL certification a plus. Location - Pune,Noida,Chennai,Hyderabad,Bengaluru