Title:  Sr Lead Business Analyst

Area(s) of responsibility

ServiceNow Functional Consultant 
Job Description 

•    Standardize/Optimize ITIL® Service Management processes and functions for a large customer environment where IT services may get offered by multiple service providers
•    Experience to consult and plan for end-to-end ITSM (including Asset and Configuration management), HRSD, CSM function cum process implementation considering various business and strategic scenarios
•    Experience in Delivery and consulting for Change and Release Management Process.
•    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
•    Support process and tool implementation through appropriate documentation for processes, functionalities, test scripts and training material
•    ITIL® Intermediate or Expert certified is preferred
•    Project Management trained is preferred
•    Strong customer service orientation
•    Passion for analysing 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 
•    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® experience is must)
•    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
•    Ability to work with all levels of client and internal resources