ServiceNow Functional Consultant

Job description

**Role & responsibilities** 1.Role Overview Functional Consultant Lead would be accountable for overall implementation of various ITIL (Information Technology Infrastructure Library) processes utilizing tools like ServiceNow® with team of ITSM Functional Consultants to drive significant improvements in productivity, quality and service while working closely with business stakeholders and technical team to specify and deliver new/enhanced processes. 2.Job Description: a.End-to-end ownership & accountability/responsibility of ITSM implementation deliveries for in scope services. b.Manage ITSM Functional Consultants team who are responsible to implement in scope ITIL® processes utilizing tools like ServiceNow® as per project plan and conduct reviews of respective areas c.Implement/Standardize/Optimize ITIL® Service Management processes and functions for a large customer environment where IT (Information Technology) services may get offered by multiple service providers d.Plan end-to-end ITSM function cum process implementation considering various business and strategic scenarios e.Reengineer existing processes and design new processes to dramatically improve productivity, quality, and service, ensuring appropriate stakeholder input and buy-in f.Lead functional process implementations for designed/re-designed processes using ITIL® based ITSM tools like ServiceNow® g.Work closely with ServiceNow® technical team to implement the desired processes using Agile approach h.Support process and tool implementation through appropriate documentation for processes, functionalities, test scripts and training material i.Conduct operational trainings and follow organizational change management process j.Implement KPI (Key Performance Indicators) measurement & reporting"