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Role Summary:

We are seeking an ITSM Functional Consultant & Scrum Master with strong expertise in IT Service Management practices, ITIL4 principles, and hands-on experience with leading ITSM tools such as ServiceNow. The role combines functional ITSM consulting with Scrum Master responsibilities, requiring the candidate to drive ITSM process implementations while enabling Agile delivery teams for iterative, incremental, and value-driven outcomes.

The ideal candidate will act as an ITSM Process consultant, ITIL Strategy Consultant, Agile Facilitator, and Scrum Master, bridging business stakeholders, ITSM platform teams, and Agile delivery teams to ensure high-quality, timely, and sustainable ITSM solutions.

Key Responsibilities:

ITSM Process Consulting & Delivery
- In depth understand of ITIL4 framework along with ITSM practices.




- Design and implement ITSM processes aligned with ITIL4 best practices.
- Conduct assessments to identify gaps and recommend process improvements.
- Support ITSM transformation initiatives ensuring alignment with business objectives.
- Valuable knowledge in Excel concepts (Power BI is added advantage)

ServiceNow Architect/Functional Consulting
- Provide functional expertise on ServiceNow modules.
- Should be able to function as ServiceNow solution architect.
- Assist in requirement gathering, solution design, and configuration support.
- In-depth understanding of ServiceNow tool (How it works, tables relations, CMDB, Flow Designer etc)
- Collaborate with technical teams to ensure successful implementation.

Scrum Master and Agile Enablement
- Act as a Scrum Master for ITSM and ServiceNow implementation teams.
- Facilitate Agile ceremonies including Sprint Planning, Daily Stand-ups, Sprint Reviews, and Retros

📌 ITSM and SNOW-Senior (Mumbai)
🏢 EY Studio+ Nederland
📍 Mumbai