Chennai, Tamil Nadu

Job Summary

HCLTech is seeking a ServiceNow ITSM Functional Consultant - L3 to support end-to-end ITSM process design, requirements discovery, solution validation, and stakeholder alignment across ServiceNow implementations. The role focuses on translating business needs into scalable functional designs for ITSM processes, CMDB-aligned workflows, Virtual Agent, AI Search, Predictive Intelligence, and GenAI-enabled Now Assist capabilities such as incident summarization, chat summarization, resolution note generation, and knowledge-driven self-service.

Key Responsibilities

7-8 years of ServiceNow ITSM functional consulting experience, including process design, requirements gathering, and implementation support.

Solid understanding of ITIL-aligned Incident, Problem, Change, Request, Knowledge, Service Catalog, SLA, and CMDB-related processes.

Experience preparing process documents, process flows, user stories, functional requirements, test scenarios, and acceptance criteria.

Ability to engage client stakeholders, run workshops, validate requirements,



and translate business needs into practical ServiceNow functional designs.

Hands-on exposure to Virtual Agent conversation design, self-service enablement, knowledge-driven support, AI Search, Now Assist, and Predictive Intelligence use cases.

Ability to identify GenAI opportunities across ITSM processes, including incident summarization, chat summarization, resolution note generation, knowledge article recommendations, intelligent routing, and service request automation.

Understanding of GenAI adoption considerations such as prompt quality, data readiness, knowledge quality, human review, access controls, and responsible AI usage within enterprise workflows.

Experience working with Agile and Waterfall delivery models, including sprint ceremonies, backlog refinement, UAT support, and release readiness.

Excellent analytical, communication, documentation, presentation, and stakeholder managem

📌 Sme - Servicenow,javascript (Chennai)
🏢 HCLTech
📍 Chennai