ESM Senior Functional Consultant

HEXAWARE

About The Position

Senior ITSM Functional Consultant, a self-driven individual who would be responsible for providing functional consulting in ITSM space to implement various ITIL® processes utilizing tools like ServiceNow® while analyzing current operational processes; assessment & designing or redesigning of these processes to drive significant improvements in productivity, quality and service and working closely with business stakeholders and technical team to specify and deliver new/enhanced processes.

Requirements

ITIL Certification
Good Understanding of SPM or SecOps module is must

Nice To Haves

CSA Certification
SecOps Certification

Responsibilities

Implement/Standardize/Optimize ITIL® Service Management processes and functions for a large customer environment where IT services may get offered by multiple service providers.
Plan end-to-end ITSM function cum process implementation considering various business and strategic scenarios.
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®
Work closely with ServiceNow® technical team to implement the desired processes using Agile approach.
Experienced in a Business Analyst role in designing new Scoped Apps.
Support process and tool implementation through appropriate documentation for processes, functionalities, test scripts and training material
Conduct operational trainings and follow organizational change management process.
Implement KPI measurement & reporting.
Good Understanding of SPM or SecOps module is must