Title:  Project Lead-Cloud & Infra Engg

Area(s) of responsibility

• Design, build and deploy business outcome driven solutions focused on designing processes which solve customer problems, are repeatable, accelerate value and employ process best practices and standards
• Drives ITSM process definition, re-engineering, improvement and gap analysis of current/to-be processes. Identifies solutions from a people, process and technology perspective during workshops with key customer sponsors and stakeholders, generating the required outputs to the level required for the subsequent stages of the engagement
• Identifying areas of ITSM process improvement (efficiency and effectiveness) and recommending solutions that detail pros, cons and risks
• Managing and communicating ITSM process and business requirements ensuring that the proposed solutions meet the customer's expectations
• Provide guidance and deliver successful implementation of the to/be processes in partnership with other members of the project team
• Lead clients in their efforts to take advantage of the ServiceNow functional capabilities and in their efforts to improve their ITSM processes
• Completing, developing and improving required documentation such as process flow diagrams, roles/responsibilities, workshop agendas, presentations, gap analysis reports