Itsm Functional Consultant / Itsm Business Process Consultant

Hi

Our client is a currently looking for ITSM Functional Consultant / ITSM Business Process Consultant with a Long Term project in McLean, VA - Hybrid below is the detailed requirement.

Position: ITSM Functional Consultant / ITSM Business Process Consultant

Location: McLean, VA (3 Days Onsite 2 Days Remote)

Duration: Long Term Contract

Job Description:

• We are looking for Functional Consultants/Consultants who have process/functional implementation experience on ServiceNow for applications like
• Service Portfolio Management
• Service Catalog Management
• Service Request Management

Role Overview:

• ITSM Functional Consultant Service Design, a 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

Job Description:

• End-to-end IT service cataloging and redesigning covering below:
• As-is understanding of service, respective offerings, process/workflows, integrations, fulfilment & support etc.
• Planning for future service
• Re-engineering of service/offerings & respective workflows
• Designing of Service, offering, consumables, request forms, workflows, approvals, fulfilment construct formation, automation designing
• Integration & functional designing, user stories creation, wireframes
• KPIs & reporting configuration
• Build test scripts, functional testing, pilot training.
• Training material, trainings
• 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

Key skills:

• 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, 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.

Desired Skills:

• ITIL /ITSM Functional Process Consulting or Process Management Lead.
• ITIL Intermediate or Expert certified.
• ISO 20000 Auditor is plus.
• 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.