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Role: Functional Consultant- Catalogue

Location: Remote

Client: Hexaware

Role Overview

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:

·  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 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