NextGenPros Inc · 8 hours ago
Information Technology Service Management Consultant
United States
Contract
Remote
Senior Level, Lead/Staff
8+ years expNextGenPros Inc is seeking an ITSM Functional Consultant with ServiceNow consulting experience. The role involves providing functional consulting in the ITSM space, implementing ITIL processes, and collaborating with business stakeholders to enhance operational processes and service delivery.
Hiring Manager
shubham Sharma
Responsibilities
Implement/Standardize/Optimize ITIL® Service Management processes like Change, Incident and problem management and functions for a large customer environment where IT services may be offered by multiple service providers
Plan end-to-end ITSM function and 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 the implementation of ServiceNow® solutions, for example, IT Service Management (ITSM), IT Operations Management (ITOM), IT Business Management (ITBM), and Customer Service Management (CSM)
Reengineer existing processes and design new 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 the ServiceNow® technical team, including developers, architects, and project managers, to ensure successful project delivery using an Agile approach
Support process and tool implementation through appropriate documentation for processes, functionalities, test scripts, and training materials
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 training and follow the organizational change management process
Implement KPI measurement & reporting
Qualification
Required
ITSM Functional Consultant with ServiceNow consulting experience
Implement/Standardize/Optimize ITIL® Service Management processes like Change, Incident and problem management
Plan end-to-end ITSM function and process implementation
Engage with clients to gather and analyze business requirements related to ServiceNow® implementation and enhancements
Design, configure, and support the implementation of ServiceNow® solutions
Reengineer existing processes and design new processes to improve productivity, quality, and service
Lead functional process implementations using ITIL®-based ITSM tools like ServiceNow®
Collaborate with the ServiceNow® technical team to ensure successful project delivery using an Agile approach
Support process and tool implementation through appropriate documentation
Conduct workshops, training sessions, and knowledge transfer sessions
Provide expertise in ServiceNow® platform capabilities, configurations, integrations, and customizations
Develop and maintain documentation, including functional requirement specifications, wireframes, and user guides
Stay updated on ServiceNow® product releases, industry trends, and best practices
Support pre-sales activities by contributing to proposals, demonstrations, and client presentations
Conduct operational training and follow the organizational change management process
Implement KPI measurement & reporting
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
Hands-on work experience on at least one Service Management tool like ServiceNow, Summit, Cherwell, BMC Remedy, HPSM
Strong oral and written communication skills
Proven people management skills for 8 – 10 people team
Excellent English communication skills, both written and verbal
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
Preferred
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
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
Company
NextGenPros Inc
NextGenPros is an IT consulting company.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase