Senior Consultant - Service Now Immediate joiners
Senior Consultant - Service Now Immediate joiners
Posted on :
03-12-2024
Employer Active
1 Vacancy
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Job Description
Job Description:
Experience Required 6 Years
Key Responsibilities (Highlevel not exhaustive)
Opportunity Identification: To perform process study process assessments design thinking sessions to
come up improvement opportunities in global service operation management
Process Improvement: Drive Standardization Harmonization and Best in class practices for a Global
CS/SD process
Stakeholder Communication and Approvals: Proactively interact with client and Infosys BPM senior
stakeholders and obtain buyin on the proposed solutions.
Requirements Documentation: Analyze AsIs Processes and craft the optimized ToBe Processes.
Competencies & Skill Set
Domain expert in ServiceDesk operation or Product support/Customer Support LOB
Good experience of SerivceNow and its technology landscape
Good experience understanding customer journey touchpoints & channel strategy within ITSM tool
Experience in applying or implementing nextgeneration technologies such as AI/ML GenAI RPA
Analytics and process mining to drive business transformations
Ability to design business case/value cases for the solutions along with
recommendations/plans/strategies
Exposure to other ITSM tool BMC Remedy Salesforce Zoho would be value add
Operating Network
Internal: Business Heads Solution Design team Sales Project/Program Managers Business Managers
DTS Technology Units; Infosys Group companies
External: Client CXOs Client Leaders Alliance Partners; Client Vendors; Analysts External Knowledge
Organization (Conferences)
Minimum Criteria for applicants
Graduate with background of implementing tech driven transformation in service operation
management. MBA from leading A & Bcategory schools (BE/B.Tech from Grade A engineering colleges
will be added advantage)
Minimum Total Experience 10 years
Location: Bangalore Pune
Shift: Flexible to client shifts
Should be willing to work from office
Opportunity Identification: To perform process study process assessments design thinking sessions to
come up improvement opportunities in global service operation management
Process Improvement: Drive Standardization Harmonization and Best in class practices for a Global
CS/SD process
Stakeholder Communication and Approvals: Proactively interact with client and Infosys BPM senior
stakeholders and obtain buyin on the proposed solutions.
Requirements Documentation: Analyze AsIs Processes and craft the optimized ToBe Processes.
Competencies & Skill Set
Domain expert in ServiceDesk operation or Product support/Customer Support LOB
Good experience of SerivceNow and its technology landscape
Good experience understanding customer journey touchpoints & channel strategy within ITSM tool
Experience in applying or implementing nextgeneration technologies such as AI/ML GenAI RPA
Analytics and process mining to drive business transformations
Ability to design business case/value cases for the solutions along with
recommendations/plans/strategies
Exposure to other ITSM tool BMC Remedy Salesforce Zoho would be value add
Operating Network
Internal: Business Heads Solution Design team Sales Project/Program Managers Business Managers
DTS Technology Units; Infosys Group companies
External: Client CXOs Client Leaders Alliance Partners; Client Vendors; Analysts External Knowledge
Organization (Conferences)
Minimum Criteria for applicants
Graduate with background of implementing tech driven transformation in service operation
management. MBA from leading A & Bcategory schools (BE/B.Tech from Grade A engineering colleges
will be added advantage)
Minimum Total Experience 10 years
Location: Bangalore Pune
Shift: Flexible to client shifts
Should be willing to work from office
Employment Type
Full Time
Key Skills
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