Process Excellence Consultant L2

WO Value - 220k

Location - PAN India

Role ServiceNow ITIL/ITSM Process Consultant

Job Description Position Description: Ideal Candidate will ensure development of the appropriate Information Technology Service Management (ITSM) model and process based on the ITILService Management framework and the successful application of this model across all aspects of the IT delivery. This includes the strategic, design, transition, and operation services and continuous service improvement.

Responsibilities

Responsibilities: Define, design, transition and continually improve the IT Service Management lifecycle, including processes, roles, metrics, Key Performance Indicators (KPIs) Provide guidance to the development processes and procedures, ensuring integration across a best practice framework ITIL v4 lifecycle mainly for Incident, Problem, Change, Service Request, Knowledge, Asset and Configuration management processes Implement the vision for continuous improvement of services with an emphasis on proactive planning, promoting a consumer-focused support culture, and improving the accountability of delivering effective and efficient services Ensure the capability of services being managed matures as per agreed KPIs or desired customer level Support the design services to create and meet Service Level Agreements (SLAs) and Operating Level Agreements (OLAs) Oversee the documentation and communication of the processes, policies, and procedures for obtaining the correct, timely and cost-effective IT support Maintain oversight and understanding of technical advances, trends and industry best practices in IT Service Management technologies, sourcing strategies, procedures, and changing consumer needs Provide ITSM leadership experience and coaching processes across Enterprise Qualifications: Developed communication and diplomacy skills with a strong ability to persuade, influence and effectively embrace client and stakeholder relationships Demonstrable experience and capability to participate in complex projects autonomously Must have at least 4 years of core ITIL process implementation experience using ServiceNow platform

Advanced communication (oral and written) skills; the ability to listen effectively, react appropriately to feedback and construct an effective working environment Exceptional interpersonal skills including the ability to negotiate to fair and reasonable conclusions Ability to work under pressure and be highly pro-active in prioritizing issues Ability to adapt and respond rapidly to changing priorities and demands Logical thinker, completely welcoming new challenges, and ability to resolve issues of contention and conflicts. Capable of demonstrating, lead and teaching basic ITILv4 best practices Demonstrated collaboration, teaming, and mentoring skills Uses best practices and knowledge of internal or external business issues to improve products or services Works independently; receives minimal guidance Determines and develops approach to solutions 5-10 yearsExperience facilitating, lead or supporting implementation of ITSM and/or ITILv4 and process frameworks Familiarity with program and project management and information technology services delivery methodologies. ITIL Foundation or Expert certification is must Experience working in an infrastructure technology environment highly desirable

Delivery Process/ FunctionName

Quality

Educational Qualification

B.Sc. / BE / B Tech/ MBA/ B.Stat

Skills ( Must Have)

• Problem solving tools/ analytical skills
• Excellent communication / interpersonal, facilitation skills
• High energy level, confident, assertive and team player

Experience ( Minimum)

• Functional knowledge of Six Sigma, Statistical tools, Quality Process re-engineering
• Exposure to ISO, CMMi or COPC will be added advantage
• Consulting experience in Shared Services Set up/BPO space is desirable