ITSM Functional Consultant

Role: ITSM Functional Consultant

Location: Plano, TX / McLean, VA (5 days onsite per week)

Role Overview:

We are seeking a self-driven Functional Consultant who will be responsible for providing functional design consulting for IT service portfolios and catalogs using ITSM tools like ServiceNow. This role involves analyzing current services, offerings, processes, and workflows, followed by designing or redesigning services and offerings to drive significant improvements in productivity, quality, and customer service. The consultant will work closely with business stakeholders and technical teams to ensure successful implementation and delivery.

Key Responsibilities:

1. End-to-End IT Service Portfolio & Catalog Design/Redesign:

• Conduct as-is analysis of services, offerings, processes, workflows, integrations, fulfillment, and support structures.
• Plan for future service evolution and improvements.
• Re-engineer services and offerings, including workflows and processes.
• Design service components such as:
  • Service offerings
  • Consumables
  • Request forms
  • Approval workflows
  • Fulfillment constructs
  • Automation frameworks
• Create functional designs, user stories, and wireframes for integrations.
• Configure KPIs and reporting mechanisms for service performance tracking.
• Develop and execute test scripts and perform functional testing.
• Conduct pilot training sessions for stakeholders.
• Prepare training materials and deliver training sessions.
• Facilitate handover to support teams and assist with organizational change management (OCM).

1. Implementation of Redesigned Services:

• Lead the implementation of redesigned services using ITSM tools such as ServiceNow.
• Collaborate with technical teams to ensure alignment between functional and technical designs.

1. Automation Opportunities:

• Identify opportunities for automation within service workflows and processes.
• Drive the implementation of automation solutions to enhance efficiency.

1. Agile Collaboration:

• Work closely with ServiceNow developers in an Agile environment to ensure successful delivery of redesigned services.

Required Skills & Qualifications:

• Proven experience in IT service portfolio and catalog design/reengineering.
• Expertise in ITSM tools like ServiceNow, including functional design and implementation.
• Strong analytical skills to assess current services and identify improvement areas.
• Ability to create user stories, wireframes, and functional designs.
• Knowledge of automation frameworks and integration design.
• Experience with KPI configuration, reporting, and functional testing.
• Excellent communication and collaboration skills to work with business stakeholders and technical teams.
• Familiarity with Agile methodologies and practices.

Preferred Qualifications:

• Certification in ServiceNow or other ITSM tools.
• Experience in organizational change management (OCM).
• Background in IT service costing, chargebacks, and financial modeling.

Thanks and Regards
Saikiran Tirupathi
E-mail: