ITSM Functional Consultant

Hexaware is looking for an ITSM Senior Functional Consultant for Chicago, IL.

Senior ITSM Functional Consultant, a self-driven individual who would be responsible for providing functional consulting in ITSM space to implement various ITIL® processes utilizing tools like ServiceNow® while analyzing current operational processes;

assessment & designing or redesigning of these processes to drive significant improvements in productivity, quality and service and working closely with business stakeholders and technical team to specify and deliver new / enhanced processes.

Role : ITSM Senior Functional Consultant

Experience : 10-12, years

Work Mode : Remote

Location : Chicago, IL

Salary Range : $130K - $140K

Job Duties :

• Implement / Standardize / Optimize ITIL® Service Management processes and functions for a large customer environment where IT services may get offered by multiple service providers.
• Plan end-to-end ITSM function cum process implementation considering various business and strategic scenarios.
• Reengineer existing processes and design new processes to dramatically improve productivity, quality, and service, ensuring appropriate stakeholder input and buy-in
• Lead functional process implementations for designed / re-designed processes using ITIL® based ITSM tools like ServiceNow®
• Work closely with ServiceNow® technical team to implement the desired processes using Agile approach.
• Support process and tool implementation through appropriate documentation for processes, functionalities, test scripts and training material.
• Conduct operational training and follow organizational change management process.
• Implement KPI measurement & reporting.

Essential Requirements :

• BE / B. Tech (minimum), MBA (IT / Operations) is preferred.
• Experience with Scrum framework, user story estimations, backlog refinement and defining acceptance criteria.
• Experience in writing functional test cases, functional testing of user stories as per defined acceptance criteria
• Minimum IT experience required is 10 years out of which at least 6-8 years in ITIL® process functional consulting domain or ITIL® Process owner / manager experience.
• Hands-on work experience on at least one Service Management tools like ServiceNow, Summit, Cherwell, BMC Remedy, HPSM or any other equivalent industry standard ITSM tool (ServiceNow® or Summit is preferred)
• Strong oral and written communication skills with the ability to communicate technical information in non-technical language.
• Proven people management skills for 8 10 people team
• Excellent English communication skills, both written and verbal, including business writing skills
• Experience of performance data analysis of ITIL® processes
• Ability to work with all levels of client and internal resources.
• Ability to organize, delegate, and leverage resources to accomplish objectives.
• Supervisory skills and the ability to leverage support from other parts of the organization.

Desired Skills :

• ITIL® / ITSM Functional Process Consulting or Process Management Lead
• ITIL® Intermediate or Expert certified
• ISO 20000 Auditor is plus.
• Project Management training is preferred.
• Strong customer service orientation
• ServiceNow® certification is preferred but not a must.
• Passion for analyzing problems designing creative solutions in the form of process design and automation, driving continuous performance improvement.
• Comfortable with and effective using MS Office applications including Visio.
• Close attention to detail and accuracy
• Deadline driven and resulted oriented.
• Flexible attitude and ability to interact with a diverse business user community and changing environment; comfortable with and excited about being part of the driving force behind change management.
• Organizational and time management skills

About Hexaware :

Hexaware is an automation-led next-generation service provider delivering excellence in IT, BPS and Consulting services. We are driven by a combination of robust strategies, passionate teams and a global culture rooted in innovation and automation.

Hexaware’s digital offerings have helped clients achieve operational excellence and customer delight. Our focus lies on taking a leadership position in helping clients attain customer intimacy as their competitive advantage.

We are on a journey of metamorphosing the experiences of the customers by leveraging our industry-leading delivery and execution model, built around the strategy Automate Everything®, Cloudify Everything®, Transform Customer Experiences®’.

Powering Hexaware’s complex technology solutions and services is Bottom-Up Disruption, a disruptive crowdsourcing initiative that brings about innovation and improvement to everyday complexities and, ultimately, growing the clients’ business.

The digitally empowered, diverse and inclusive workforce of Hexaware represents various nationalities, comprising 28,000 employees, and thoroughly lives the company’s philosophy of customer success, first and always .

Our global and diverse workforce across 20 nations, 34 international offices, and multiple time zones work together seamlessly to form an integral component of life at Hexaware.

To learn more, visit

Why us?

At Hexaware, you will have access to an arsenal of tools that will upskill, transform, and evolve your career profile. From great growth prospects, opportunities to work alongside brilliant minds, collaborating with high profile clients, to an ideal work-life balance, we bring it to a full circle.

Our purpose at Hexaware is Creating smiles through great people and technology.

With an ever-expanding portfolio of capabilities, we will delve deep and identify the source of our motivation. Although technology is at the core of our solutions, it is still the people and their passion that fuel Hexaware’s commitment towards creating smiles.

Our Value Proposition :

At Hexaware you are encouraged to challenge yourself to achieve your potential and propel your growth. We trust and empower you to disrupt the status quo and innovate for a better future.

You will experience an open and inspiring culture that fosters learning and brings talented, passionate, and caring people together.

Privacy Statement :

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You should be aware that we may share your details with our approved vendors for this event to be handled successfully.

Salary : $130,000 - $140,000