Rr-0139760 Itsm Consultant

5 days ago

Singapore DXC Technology Full time

DXC Technology (NYSE:DXC) - where brilliant people embrace change and seize opportunities to advance their careers and amplify customer success.

**Responsibilities & Activities**:

- Analyze client's current ITSM processes and challenges to recommend the most suitable ServiceNow modules (ITSM, ITOM, CSM).
- Run design workshops to help business analyst gather stories.
- Design workflows and configure the ServiceNow platform to automate tasks and streamline service delivery.
- Develop and deliver training programs to ensure users can effectively utilize the new ServiceNow system.
- Provide ongoing support, monitor system performance, and collaborate with clients to optimize their ServiceNow environment based on usage data.
- Supports the defect and enhancement processes with the Product/Process Owner, including validation and prioritization of defects and enhancements.
- Assists with UAT execution if appropriate.
- Supports process walk-through for training development.

**Core Competency**:

- In-depth knowledge of ServiceNow as foundation. Should be well-versed in core ServiceNow modules (ITSM, ITOM, CSM) and their functionalities. Understanding of integrations with other systems is a plus.
- Familiarity with established ITSM frameworks like ITIL (v4/v3) is essential. Being able to translate these frameworks into practical ServiceNow configurations is key.
- A strong understanding of core IT service management processes like incident, problem, change, and service request management is crucial.
- Experience with workflow automation tools and scripting languages used within ServiceNow is valuable.

**Business Acumen**:

- The ability to analyze a client's current ITSM practices, challenges, and business goals is vital for recommending the right solutions.
- Should be able to translate client needs into tailored ServiceNow configurations that optimize workflows and address their specific pain points.
- Demonstrate an understanding of how ServiceNow implementations can lead to cost savings, increased efficiency, and improved service delivery.
- The ability to define and track relevant metrics to measure the success of the implemented ServiceNow solution is essential.

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