- Role Overview

ServiceNow/ ITSM Functional Consultant with ServiceNow Consulting experience, a self-driven individual who would be responsible for providing functional consulting in ITSM space to implement various ITIL® processes utilizing tools like ServiceNow® while analyzing current operational processes; assessment & designing or redesigning of these processes to drive significant improvements in productivity, quality and service and working closely with business stakeholders and technical team to specify and deliver new/enhanced processes. Additionally, provide guidance on best practices, conduct workshops, and support the implementation lifecycle.

- Job Description:
- Implement/Standardize/Optimize ITIL® Service Management processes and functions for a large customer environment where IT services may get offered by multiple service providers
- Plan end-to-end ITSM function cum process implementation considering various business and strategic scenarios.
- Engage with clients to gather and analyze business requirements related to ServiceNow® implementation and enhancements.
- Design, configure, and support in implementation of ServiceNow® solutions, for example, IT Service Management (ITSM), IT Operations Management (ITOM), Strategic Portfolio Management (SPM), and Customer Service Management (CSM).
- Reengineer existing processes and design recent processes to dramatically improve productivity, quality and service, ensuring appropriate stakeholder input and buy-in
- Lead functional process implementations for designed/re-designed processes using ITIL® based ITSM tools like ServiceNow®
- Collaborate with ServiceNow® technical team including developers, architects,



and project managers to ensure successful project delivery using Agile approach
- Support process and tool implementation through appropriate documentation for processes, functionalities, test scripts and training material
- Conduct workshops, training sessions, and knowledge transfer sessions to empower client teams and stakeholders.
- Provide expertise in ServiceNow® platform capabilities, configurations, integrations, and customizations to address client needs.
- Develop and maintain documentation including functional requirement specifications, wireframes, and user guides.
- Stay updated on ServiceNow® product releases, industry trends, and best practices to continually enhance service delivery.
- Support pre-sales activities by contributing to proposals, demonstrations, and client presentations as needed.
- Conduct operational trainings and follow organizational change management process
- Implement KPI measurement & reporting

- Desired Skills:
- ITIL®/ITSM Functional Process Consulting
- ITIL® Intermediate or Expert certified
- ServiceNow® certification(s) such as Certified Implementation Specialist (CIS), Certified System Administrator (CSA), or equivalent.
- ISO 20000 Auditor is plus
- 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 Visi
- 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 Requirements:
- BE/B. Tech (minimum), MBA (IT/Operations) is preferred
- Minimum IT experience required is 8 – 10 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, Summit, Cherwell, BMC Remedy, HPSM or any other equivalent industry standard ITSM tool (ServiceNow® or Summit is preferred)
- Strong oral and written communication skills with the ability to communicate technical information in non-technical language
- Proven people management skills for 8 – 10 people team
- Excellent English communication skills, both written and verbal, including business writing skills
- Experience of performance data analysis of ITIL® processes
- 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

📌 ServiceNow Functional Consultant (Bengaluru)
🏢 Visionet Systems
📍 Bengaluru