ITSM Functional Consultant

Role: ITSM Functional Consultant Service Asset & Configuration Management

Location: Plano, TX

Initial remote will work

need Hardware Asset & Configuration Management Functional/Process Consultants
with ServiceNow functionality knowledge

Job Description

1. Role Overview

ITSM Functional Consultant Service Asset & Configuration Management, a self-driven individual who would be responsible for providing IT Service Asset & Configuration Management (HAM/CMDB) design & implementation consulting utilizing SACM & ITSM tools while working closely with business stakeholders as well as technical teams

2. Job Description:

a. End-to-end IT Service Asset & Configuration Management (HAM/CMDB) designing & implementation covering below:

i. Understanding of current IT asset & configuration data, processes, tool workflows, integrations, reports etc.

ii. Planning for future SACM state for each technology area

iii. Designing/redesigning of Asset & Configuration Management processes, tool integrations, data model/structure, relationships, workflows, reports etc.

iv. Integration & functional designing, user stories creation, wireframes etc.

v. KPIs & reporting configuration

vi. Build test scripts, functional testing, pilot training

vii. Training material, trainings

viii. Hand over to support, supporting OCM etc.

b. Work closely with all SACM stakeholders including its customers to design & implement it

c. Work closely with SACM & ITSM tool administrators, developers in Agile method to get design, processes, workflows, reports implemented

3. Desired Skills:

a. ITSM Service Asset & Configuration Management (HAM & CMDB specifically) functional consulting & operations

b. ITIL /ITSM Functional Process Consulting or Process Management Lead

c. ITIL Intermediate or Expert certified

d. Deep-dive Hardware Asset & Configuration Management operations, designing & implementation experience

e. ISO 20000 Auditor is plus

f. Project Management trained is preferred

g. Strong customer service orientation

h. Passion for analyzing problems designing creative solutions in the form of process design and automation, driving continuous performance improvement

i. Comfortable with and effective using MS Office applications including Visio

j. Close attention to detail and accuracy

k. Deadline driven and results oriented

l. 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

4. Essential Requirements:

a. BE/B. Tech (minimum), MBA (IT/Operations) is preferred

b. Minimum IT experience required is 7 10 years out of which at least 5 7 years in ITIL process functional consulting domain specially in SACM applications or at least 6 8 years of ITIL Process owner/manager experience

c. Application Product Owner experience would have advantage

d. 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)

e. Strong oral and written communication skills with the ability to communicate technical information in non-technical language

f. Excellent English communication skills, both written and verbal, including business writing skills

g. Experience of performance data analysis of ITIL processes

h. ServiceNow certification is preferred but not a must

i. Product Owner trained

j. Ability to work with all levels of client and internal resources

k. Ability to organize, delegate, and leverage resources to accomplish objectives

l. Supervisory skills and the ability to leverage support from other parts of the organization

m. Organizational and time management skills