Send resumes to: [email protected] with below details:

Name

Exp

CTC

ECTC

Notice period

Current location

Preferred Candidate Profile A techno-functional ITSM professional with proven experience in delivering customer implementations and setting up REST API and payload-based integrations, capable of independently leading integration projects from design through deployment and hypercare support. Serve as the on-the-ground workstream lead, manage API integrations, create documentation, and directly mentor Junior Consultants.

Required Qualifications: ITIL / CSM Certified with 9-12 years of experience managing complex ITSM projects. Key Responsibilities

1.

Solution

Design & Integration

Design and document High-Level Designs (HLDs) for ITSM and enterprise integrations.

Lead POCs and integration workshops with customers and stakeholders.

Design, develop, and support REST API, Webhook, eBonding, and payload-based integrations using JSON/XML.

Configure and implement integrations between HCL ITSM and third-party tools.

Create reusable integration templates, technical documentation, and best practices.

2.

Project

Delivery & Implementation

Lead end-to-end technical onboarding and implementation projects.

Gather and manage business, functional, and technical requirements.

Participate in solution validation, architecture reviews, and project planning.

Drive SIT, UAT, deployment, and hypercare activities.

Collaborate with Project Managers, Consultants, and customer teams for successful delivery.

3.

Technical





Support & Pre-Sales

Serve as the escalation point for complex technical and integration issues.

Support pre-sales activities through solution design, effort estimation, and architecture discussions.

Provide recommendations on integration approaches and ITSM best practices.

4.

Knowledge

Management

Maintain integration guides, technical documentation, and knowledge articles.

Conduct training and enablement sessions for internal teams.

Promote standardization and continuous improvement across projects.

Qualifications & Skills

Bachelor's degree in Computer Science, Information Technology, Engineering, or related field.

ITIL v4 Foundation certification required (Intermediate/Expert preferred).

10+ years of overall experience with 3–5+ years in ITSM implementation and integrations.

Experience with leading ITSM platforms such as HCL ITSM, ServiceNow, Remedy, Cherwell, or Jira Service Management.

Strong hands-on experience with REST APIs, Web Services, Webhooks, JSON/XML payloads, OAuth, API authentication, and data mapping.

Must have prior experience designing, configuring, and deploying enterprise integrations between ITSM and external systems.

Solid understanding of Incident, Problem, Change, Request, CMDB, SAM, HAM, and Knowledge Management processes.

Experience with reporting tools such as Excel, Power BI, and native ITSM reporting.

Excellent stakeholder management, customer-facing, communication, and problem-solving skills.

📌 Sr. Functional Consultant_API Integration (Mumbai)
🏢 HCLSoftware
📍 Mumbai