Title: ServiceNow - Technical Lead-Cloud & Infra Engg
Area(s) of responsibility
ServiceNow Functional Consultant – Change & Release Management
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 in Delivery and consulting for Change and Release Management Process.
Experience to consult and plan for end-to-end CSM / 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
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
Proven people management skills for 8 – 10 people team
Excellent English communication skills, both written and verbal, including business writing skills
ServiceNow® certification is preferred but not a must
Ability to work with all levels of client and internal resources