Job ID-250328

  • 10 days ago
  • Job Applicant : 0

ITSM Functional Consultant


Experience 6-9 Years

McLean, Texas, United States

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Job Skills

ServiceNow Tech Lead, ServiceNow


  • End-to-end IT service cataloging and redesigning covering below:
  1. As-is understanding of service, respective offerings, process/workflows, integrations, fulfilment & support etc.
  2. Planning for future service
  3. Re-engineering of service/offerings & respective workflows
  4. Designing of Service, offering, consumables, request forms, workflows, approvals, fulfilment construct formation, automation designing
  5. Integration & functional designing, user stories creation, wireframes
  6. KPIs & reporting configuration
  7. Build test scripts, functional testing, pilot training
  8. Training material, trainings
  9. Hand over to support, supporting OCM etc.
  • Implementation of redesigned service using ITSM tools like ServiceNow etc.
  • Identify automation opportunities and driving implementation of the same
  • Work closely with ServiceNow developers in Agile method to get redesigned service implemented

The Role Offers:
  • Self-driven individual who would be responsible for providing IT services cataloging & functional design consulting utilizing ITSM tools like ServiceNow while analyzing current services, offerings, processes, workflows; designing or redesigning of services/offerings including aspects like automation, integrations, costing/chargebacks etc. to drive significant improvements in productivity, quality and service to customers while working closely with business stakeholders as well as technical teams

Essential Skills:
  • Minimum IT experience required is 6 – 9 years out of which at least 5 – 7 years in ITIL process functional consulting domain or at least 6 – 8 years of ITIL Process owner/manager experience
  • Hands-on work experience on at least one Service Management tools like ServiceNow, BMC Remedy, HPSM or any other equivalent industry standard ITSM tool (ServiceNow is preferred)
  • Strong oral and written communication skills with the ability to communicate technical information in non-technical language
  • 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
  • Product Owner trained
  • 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
  • IT & respective technology alignment
  • 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
  • Comfortable with and effective using MS Office applications including Visio
  • 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 Qualification:
  • BE/B. Tech (minimum), MBA (IT/Operations) is preferred
  • ITIL/ITSM Functional Process Consulting or Process Management Lead
  • ITIL Intermediate or Expert certified
  • ISO 20000 Auditor is plus

Why you should join Hexaware’s ServiceNow Practice

350+ Certified Consultants

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Delivery Locations India - Noida, Mumbai, Chennai, Pune, & Bengaluru Global - Atlanta, Mexico, Romania, New Jersey, Virginia, Boston, Sweden, London, Amsterdam

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Specialists for Custom App creation & Accelerator deployment

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46% YoY Growth in last 4 years

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ServiceNow Training and Certification Program

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5+ years Average Tenure for an employee in Hexaware ServiceNow practice

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equal opportunity employer

Hexaware is an equal opportunity employer, and makes hiring decisions on the basis of merit and business needs.

Hexaware complies with applicable federal, state, and local laws governing nondiscrimination in employment at every facility and location. Hexaware does not unlawfully discriminate on the basis of race, color, religion, sex (which includes sexual harassment, gender harassment and harassment based on pregnancy, childbirth, or related medical conditions), sexual orientation, creed, citizenship, marital status, age, national origin, ancestry, disability, veteran status, or any other characteristics protected by applicable laws. In addition, the Company prohibits the harassment of any individual on any basis. 

Reasonable accommodation will be made to the physical and mental limitations of qualified applicants, within the constraints imposed by business necessity and reasonable financial costs.

For any reasonable accommodation request or challenges in filling up the job application, please reach-out to

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ITSM Functional Consultant



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We trust and empower you to disrupt the status quo and innovate for a better future. You will experience an open and inspiring culture that fosters learning and brings talented, passionate, and caring people together

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