Role : Functional Consultant- Catalogue
Location: Plano TX/Mclean VA (Remote)
Duration: 6+ Month
Job Description:
Functional Consultant, a self-driven individual who would be responsible for providing, IT services portfolio & catalog 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 portfolio & catalog design/redesign 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
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
Essential Requirements:
- 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
