Functional Consultant- Catalogue - HYBRID

We need ITSM Functional Consultant here..

Role: Functional Consultant Catalogue

Location: Plano TX/Mclean VA(day one onsite 3 days onsite in a week)

Service portfolio & catalog design

Asis understanding of service

Design request forms workflows approvals fulfilment construct formation automation Integration and functional designing user stories creation wireframes test scripts functional testing pilot training training material training business requirements Doent

Functional Requirements Specification

Role Overview

Functional Consultant a selfdriven individual who would be responsible for providing IT services portfolio & catalog functional design consulting utilizing ITSM tools like ServiceNow while yzing 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:

Endtoend IT service portfolio & catalog design/redesign covering below:

Asis understanding of service respective offerings process/workflows integrations fulfilment & support etc.

Planning for future service

Reengineering 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 od to get redesigned service implemented

Desired Ss:

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

Pion for yzing 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

Handson 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 ss with the ability to communicate technical information in nontechnical language

Excellent English communication ss both written and verbal including business writing ss

Experience of performance data ysis 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 ss and the ability to leverage support from other parts of the organization

Organizational and time management ss