Job Description:

Roles and Responsibilities –

• As a Techno functional you will be an integral part of the team responsible for solution design and review of all business process and system level changes as part of continual service improvement.
• Design roadmaps for customer based on the ServiceNow releases.
• Understanding of the Customer requirements then apply industry best practices and detailed knowledge of ServiceNow to design an optimal solution that supports the business process that meets or exceeds Customer requirements.
• Assists in quality management reviews and ensures that all business and design requirements are met.
• Leads internal development of business process story / requirement gathering.
• Prepare process documents, process flows, User Stories and Functional Requirements Specification documents for ITIL Processes
• Prepare and present Business Case / functional requirements for IT Service Management Process Areas and Modules to customers.
• Work with tool developers to explain the requirements and ensure that developments are according to specified functional requirements (Functional Lifecycle Testing).
• Delivering process training to Customers, end users and support users.

Required Skills -

• 6 to 10 years’ experience on the ITSM ServiceNow platform as a developer or Functional Consultant.
• Experience of Standardizing/Improvising ITIL® processes and functions’ implementations in large technology engagements & full life cycle implementations.
• Experience in working with various levels of IT Service management internally and Client organization and ability to meet client’s deadlines.
• Hands on experience on writing the process documents, process flows, User Stories and Functional Requirements Specification documents for ITIL Processes.
• Experienced in IT enablement of respective business function - Process Design, Process Implementation and Process Support
• Experience in working in large teams in functional and technical streams.
• Experience & knowledge of Agile methodologies.
• ITIL V4, Certified ServiceNow Administrator Certification and Certified Implementation Specialist – ITSM Certification are also an added advantage.
• Great written and verbal communications skills (including report writing).
• Knowledge of enterprise IT environments.
• Experience of working in a fast moving and changing large enterprise IT environment.
• Intermediate knowledge of IT risk management, project management and technical problem resolution.
• Experience on running reports on ServiceNow using Reports and Performance Analytics.

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