Servicenow Service Management Consultant

4 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.

A ServiceNow Service Management Consultant helps organizations improve their IT service delivery by designing and implementing customized solutions using the ServiceNow platform. They act as trusted advisors, bridging the gap between business needs and technical capabilities.

**Profile**:
A passionate and results-oriented IT Service Management (ITSM) consultant with X years of experience in designing, implementing, and optimizing ServiceNow solutions for improved IT service delivery. Proven ability to collaborate with clients to understand their needs and translate them into customized ServiceNow configurations. Expertise in ITSM methodologies (ITIL) and a strong track record of achieving successful project outcomes.

**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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