Service-Now Consultant

Job Locations IN-Gurgaon | IN-KA-Bangalore
Posted Date 3 months ago(12/5/2017 12:30 AM)
# of Openings


The Service-Now Consultant in SoftwareONE is a customer facing role which will be focused on integrating Customer Service-Now instance(s) to the SoftwareONE Cloud Support Service-Now. The Service-Now Consultant is expected to have strong knowledge of Service-Now as well other ITSM tools currently available in the global market. As a Consultant, you will provide strategic business leadership with your proven strengths and expertise in managing ITSM integration. You will establish a trusted and respected relationship with the customer and build a strong reputation for successful implementation.

As the Cloud Support focused Service-Now Consultant you will be responsible for the ongoing development, enhancement and management of the Cloud Support dedicated instance of Service-Now.


Roles and Responsibilities

- Assist with the planning, strategy, and implementation of the IT Infrastructure Library (ITIL) and IT Service Management (ITSM) best practices for SoftwareONE customers, analyse IT governance structures, and identify recommendations for enhancements based on ITSM best practices

- Analyse the design and development of IT processes to meet the evolving needs of clients and provide strategy, assessment, design and redesign, and implementation solutions for clients in IT governance, service-level management, process reengineering, service desk implementations, and information life cycle management

- Analyse and use strategies and reengineering approaches that ensure linkage among processes, departments, teams, and organizational structures to develop unified and consistent business approaches and performance improvement outcomes

- Focal point of contact for SoftwareONE Cloud Support Service-Now

- Install, Configure, Develop, Integrate Service-Now ITSM suite configurations and customisations as per Customer requirements

- Understand the downstream uses and impact of ITSM Configuration in follow-on reporting and interface applications

- Problem Management, Change Management, SLM and SRM / Service Request Management

- Lead all technical aspects of project delivery and solution delivery including:
 Application UI Configuration
 Workflow Configuration

- Development of required client specific reporting

- Development of requirement integration components (SSO, LDAP, etc)

- Interface with SaaS technical teams, such as Cloud Infrastructure, to successfully set up the SaaS platform

- Be a key member of the overall implementation project team

- Prepare all client facing and internal deliverables that are technology related

- Drive the continuous improvements of our implementation methodology and service offerings based on client experiences

- Coordinate in the current data content and the data quality in the Service-Now (ITSM application) and any data cleansing activities, unless otherwise stated

- Demonstrated ability to influence and consult (providing options with pros, cons, and risks) around all key technical decisions during project delivery

- Calculations of End Customer KPI measurements in Analytics or any tool used for End Customer SLA reporting

- Manage requirements of any required ITSM change and incident templates

- Manage technical work by offshore; technical reviews ensuring client standards are maintained

- Review planned vs. actual performance

- Monitor transition progress, ongoing projects status, service delivery


Knowledge, Skills and Abilities Required

- ITIL V2, V3 Foundation Certification
- Strong knowledge if Service-Now (Admin + Development)
- Experience with Web Technologies (XML, HTML, JavaScript, Web Services)
Knowledge of technical components such as LDAP, VPN, SSL and other such technologies
- Excellent verbal and written communication skills - ability to interact and communicate with customers to drive client value
- Excellent client management, customer service and relationship management skills with a proven history of success in similar roles.
- Track record of successfully on-boarding of customer on Service-Now, migration to Service-Now from other ITSM tools.
- Excelled in all aspects of individual, team, and corporate communications with experience in support service operations, project delivery, public relations and presentations to customers, executive management and boards of directors
- Be fair and sensitive to the feelings, values, interests and well-being of others
- Remain calm, even in stressful times, stay confident and have the perseverance to accomplish a goal when faced with seemingly insurmountable obstacles
- Required to work 24/7, basis the business requirements



• Minimum 4 years of relevant experience in Service-Now onboarding and integration with a proven success record
• Knowledge of excel and Project Management
• Having strong technical skills, business intelligence, and a full understanding of the needs of the customer
• Being able to effectively communicate with internal teams to deliver GUI, interface and screen designs
• Being an interface between technology teams, support teams, and business units
• Good oral and written communication skills
• Ability to manage multiple projects in a fast-paced environment
• Good problem solving abilities and detail-oriented
• Ability to be a self-starter and thrive in a fast-paced environment



• Graduate or Post Graduate degree in any disciple


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