ITSM Functional Consultant

Role Summary:

We are looking for an ITSM Functional Consultant with strong expertise in IT Service Management practices and a solid understanding of ITIL4 principles and popular ITSM tools like ServiceNow. The ideal candidate should have experience in implementing ITSM processes, facilitating workshops, and driving functional consulting engagements. Knowledge of Agile methodologies is essential to support iterative delivery and continuous improvement. Familiarity with ServiceNow functional capabilities will be an added advantage. This role requires strong consulting skills, process knowledge, and the ability to collaborate with stakeholders to deliver high-quality ITSM solutions.

Key Responsibilities:

• ITSM Process Consulting & Delivery
  • In depth understand of ITIL4 framework along with ITSM practices.
  • Design and implement ITSM processes aligned with ITIL4 best practices.
  • Conduct assessments to identify gaps and recommend process improvements.
  • Support ITSM transformation initiatives ensuring alignment with business objectives.
  • Good knowledge in Excel concepts (Power BI is added advantage)
• ServiceNow Architect/Functional Consulting
  • Provide functional expertise on ServiceNow modules.
  • Should be able to function as ServiceNow solution architect.
  • Assist in requirement gathering, solution design, and configuration support.
  • In-depth understanding of ServiceNow tool (How it works, tables relations, CMDB, Flow Designer etc)
  • Collaborate with technical teams to ensure successful implementation.
• Agile Enablement
  • Apply Agile principles to ITSM engagements for iterative and incremental delivery.
  • Facilitate collaboration across teams to ensure smooth adoption of Agile practices.
  • Promote continuous improvement and adaptability in service delivery.
• Client Engagement & Advisory
  • Conduct workshops and training sessions on ITSM and Agile practices.
  • Prepare documentation including process flows, solution proposals, runbooks, reports and presentations.
  • Build and maintain strong relationships with client stakeholders.

Foundational Requirements:

• Deliver projects to clients on time and with exceptional quality by fostering strong team collaboration. Clearly outline deliverables, set priorities, establish timelines, review outputs, and provide constructive feedback to maintain high standards.
• Organize and lead interactive workshops and training programs for clients, focusing on ITIL, IT infrastructure concepts, Agile practices, and related domains.
• Demonstrate proficiency in client engagement by building, managing, and strengthening relationships with key stakeholders. Apply strong analytical and problem-solving capabilities to address complex challenges effectively.
• Exhibit excellent communication and presentation skills to influence decision-makers and drive desired outcomes.
• Stay informed about the latest industry developments, emerging technologies, and evolving best practices to ensure relevance and innovation in solutions.
• Work collaboratively across teams and functions to create integrated, value-driven deliverables for clients.

Qualifications:

• Bachelor’s degree in information technology, Computer Science, or a related discipline.
• Master’s degree in IT or Business Management is considered an advantage.
• 4–6 years of experience in client-facing roles within IT consulting, technology strategy, product implementation, or service integration environments.
• Hands-on experience in ITSM, ITIL practices, and ServiceNow functional consulting and delivery. Exposure to pre-sales activities will be highly valued.
• Strong knowledge of ITSM frameworks, ITIL principles, IT operating models, and Agile methodologies.
• ITIL4 certification is required; ServiceNow certifications such as CSA or CAD are preferred. Additional relevant certifications will be an added benefit.