ITSM Functional Consultant

You are looking for an ITSM Functional Consultant role at EY. As an ITSM Functional Consultant, you will be responsible for leveraging your expertise in IT Service Management practices, strong understanding of ITIL4 principles, and familiarity with popular ITSM tools like ServiceNow. Your role will involve implementing ITSM processes, facilitating workshops, and driving functional consulting engagements. It is essential for you to have knowledge of Agile methodologies to support iterative delivery and continuous improvement. Additionally, familiarity with ServiceNow functional capabilities will be beneficial for this role. Your consulting skills, process knowledge, and ability to collaborate with stakeholders will be key in delivering high-quality ITSM solutions. Key Responsibilities: - ITSM Process Consulting & Delivery - In-depth understanding of ITIL4 framework and 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 an added advantage). - ServiceNow Architect/Functional Consulting - Provide functional expertise on ServiceNow modules. - Function as a ServiceNow solution architect. - Assist in requirement gathering, solution design, and configuration support. - 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. - Organize and lead interactive workshops and training programs for clients. - Demonstrate proficiency in client engagement by building, managing, and strengthening relationships with key stakeholders. - Exhibit excellent communication and presentation skills. - Stay informed about the latest industry developments and emerging technologies. - 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. - Hands-on experience in ITSM, ITIL practices, and ServiceNow functional consulting. - Strong knowledge of ITSM frameworks, ITIL principles, and Agile methodologies. - ITIL4 certification is required; ServiceNow certifications such as CSA or CAD are preferred. At EY, you will be part of a team that is building a better working world by creating new value for clients, people, society, and the planet. Enabled by data, AI, and advanced technology, EY teams help clients shape the future with confidence and develop solutions for the most pressing issues of today and tomorrow. EY teams work across assurance, consulting, tax, strategy, and transactions, providing services in more than 150 countries and territories.,