Job
Description
Job Title - GN - SONG - Service - ServiceNow - Senior Manager
Management Level06/Senior Manager
LocationGurugram, Mumbai, Pune, Bengaluru, Hyderabad, Chennai
Must have skillsS erviceNow
Good to have skillsNA
ExperienceMinimum 1 5 + year s of experience is required
Educational QualificationMBA/PGDM from tier 1 or 2
Job
Summary
You will work closely with our clients as consulting professionals who design, build, and implement initiatives that can help enhance business performance.
Areas of WorkBusiness Analyst/Functional Consultant ServiceNow
Roles & Responsibilities As part of these, you will drive the following
Management Consulting :Management consulting and business experience, with a strong focus on digital transformation, process re- engineering and service experience design.
Project Management Solid project/program management skills with the ability to communicate program progress, call out and manage risks in a clear and timely manner.
Stakeholder Management Develop and implement strategic plans, business models, and growth strategies that align with the client's vision and objectives . Stakeholder management across levels of seniority, technical aspects of delivery, team management (coaching, mentoring). Generate and present reports, findings, and recommendations to stakeholders and senior management in a clear and understandable manner.
Requirements Gathering Collaborate with stakeholders to understand their business needs and objectives . Elicit, document, and analyze business requirements and processes.
Process Mapping Create detailed process maps and workflows to illustrate current and future state processes. Identify bottlenecks and areas for optimization. Prepare clear and concise documentation, including business requirements documents, use cases, and user stories.
Solution Design Work with cross-functional teams to design and propose solutions, including software enhancements, process improvements, and organizational changes.
Process Optimization Identify transformation opportunities in the existing processes and implement initiatives to address those opportunities to drive business outcomes.
Data Analysis Analyze data and financial information to provide insights and recommendations for improving business performance.
Participate in pre-sales activities including response to RFPs, creating proofs of concept, creating effective presentations, demonstrating solutions during client orals, effort and cost estimation process, etc.
Participate in practice-specific initiatives including creating points of view, creating reusable assets on CRM/contact center space, performing analysis on industry research and market trends and bringing in innovative solutions, etc.
Continuous Improvement Stay updated on industry trends, best practices, and emerging technologies to enhance your consulting skills and contribute to the growth of the firm.
Qualification
Professional & Technical
Skills:
Understanding of ServiceNow and ecosystem technology landscape
Experience with ServiceNow modules such as ITSM, ITOM, ITBM, or CSM.
Deep industry/domain knowledge (FS / PRD / CMT / RES / H&PS)
CRM knowledge / Salesforce / MS experience good to have
ServiceNow Certified System Administrator (CSA) certification is preferred.
Ability to design Business case/Value case for solutions/assets in focus
Understanding of customer journey, touchpoints & channel strategy
Excellent analytical and problem-solving skills, clarity of thought and structured thinking, ability to deal with ambiguity, and ability to drive business outcomes driven by data.
A general orientation towards leveraging complex technology capabilities to solving business and process/operational problems preferred.
Strong communication (verbal and written) and interpersonal skills.
Highly motivated and energetic with a strong sense of ownership of projects and their outcomes, and the ability to operate independently with minimal supervision.
Familiarity with, or prior experience in working with global companies is required , especially working with teams across geographies and time zones.
Ability to work in high-paced and complex projects and understand industry-specific customer service processes, operations, and functional needs.
Ability to articulate the business value of recommendations/plans/strategies.
Familiarity with project management methodologies (e.g., Agile, Waterfall).
Additional Information
MBA from a tier 1 institute
15+ years of experience in Enterprise transformation platforms / CRM platforms / Digital transformation / Experience design / Business analysis including understanding of Marketing or Sales or Service as a function
Must have strong business & data analytics/excel skills and excellent communication and presentation skills.
Basic understanding of SQL, MS office and knowledge of visualization tools like Tableau & Power BI is preferred.
About Accenture
Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions underpinned by the worlds largest delivery network Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With 624,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at About Our Company | Accenture About Accenture Strategy & Consulting
Accenture Strategy shapes our clients future, combining deep business insight with the understanding of how technology will impact industry and business models. Our focus on issues such as digital disruption, redefining competitiveness, operating and business models as well as the workforce of the future helps our clients find future value and growth in a digital world. Today, digital is changing the way organizations engage with their employees, business partners, customers, and communities. This is our unique differentiator. To bring this global perspective to our clients, Accenture Strategy's services include those provided by our Global Network a distributed management consulting organization that provides management consulting and strategy expertise across the client lifecycle. Our Global Network teams complement our in-country teams to deliver cutting-edge expertise and measurable value to clients all around the world.For more information visit https://www.accenture.com/us-en/Careers/capability-network Accenture Global Network | Accenture in One Word At the heart of every great change is a great human. If you have ideas, ingenuity and a passion for making a difference, come and be a part of our team .
