I&P-GN - SONG - Service - Service Now- Consultant

Accenture PLC; Bengaluru; On-site; INR 2,800,000 - 4,800,000; Full time

Job summary

Accenture (Bengaluru, India) is seeking a ServiceNow–driven Business Analyst/Functional Consultant to design, map, and optimize digital transformation initiatives for clients. You will work with stakeholders, document requirements, and craft business cases while collaborating with cross-functional teams across geographies.

The role emphasizes process optimization, data-driven insights, and pre-sales support, with a strong focus on ServiceNow modules and CRM capabilities.

Qualifications

• 6+ years of enterprise transformation and CRM experience.
• Strong data analytics and Excel skills.
• Excellent communication and presentation abilities.
• Knowledge of ServiceNow and related modules preferred.

Responsibilities

• Lead management consulting projects focusing on digital transformation.
• Gather business requirements and document use cases and user stories.
• Design solutions with cross-functional teams and propose process changes.
• Analyze data to generate actionable business insights.
• Support pre-sales activities including RFP responses and POCs.
• Stay updated on industry trends and emerging technologies.

Skills

ServiceNow knowledge

ITSM ITOM ITBM CSM

CRM Knowledge

CSA certification

Process mapping

Data analytics

Stakeholder mgmt

Pre-sales

Education

MBA degree

Tools

Tableau

Power BI

MS Office

SQL basics

Job description

Job Summary

You will work closely with our clients as consulting professionals who design, build, and implement initiatives that can help enhance business performance.

Areas of Work

Business Analyst/Functional Consultant – ServiceNow

Roles & Responsibilities

As part of these, you will drive the following:

• Management Consulting: Management consulting and business experience, with a strong focus on digital transformation, process re-engineering and service experience design.
• Stakeholder Management: Generate and present reports, findings, and recommendations to stakeholders and senior management in a clear and understandable manner.
• Requirements Gathering: Collaborate with stakeholders to understand their business needs and objectives. Elicit, document, and analyze business requirements and processes.
• Process Mapping: Create detailed process maps and workflows to illustrate current and future state processes. Identify bottlenecks and areas for optimization. Prepare clear and concise documentation, including business requirements documents, use cases, and user stories.
• Solution Design: Work with cross-functional teams to design and propose solutions, including software enhancements, process improvements, and organizational changes.
• Process Optimization: Identify transformation opportunities in the existing processes and implement initiatives to address those opportunities to drive business outcomes.
• Data Analysis: Analyze data and financial information to provide insights and recommendations for improving business performance.
• Participate in pre-sales activities including response to RFPs, creating proofs of concept, creating effective presentations, demonstrating solutions during client orals, effort and cost estimation process, etc.
• Participate in practice-specific initiatives including creating points of view, creating reusable assets on CRM/contact center space, performing analysis on industry research and market trends and bringing in innovative solutions, etc.
• Continuous Improvement: Stay updated on industry trends, best practices, and emerging technologies to enhance your consulting skills and contribute to the growth of the firm.

Professional & Technical Skills

• Understanding of ServiceNow and ecosystem technology landscape
• Experience with ServiceNow modules such as ITSM, ITOM, ITBM, and CSM.
• Deep industry/domain knowledge (FS / PRD / CMT / RES / H&PS)
• CRM knowledge / Salesforce / MS experience – good to have
• ServiceNow Certified System Administrator (CSA) certification is preferred.
• Ability to design Business case/Value case for solutions/assets in focus
• Understanding of customer journey, touchpoints & channel strategy
• Excellent analytical and problem-solving skills, clarity of thought and structured thinking, ability to deal with ambiguity, and ability to drive business outcomes driven by data.
• A general orientation towards leveraging complex technology capabilities to solving business and process/operational problems preferred.
• Strong communication (verbal and written) and interpersonal skills.
• Highly motivated and energetic with a strong sense of ownership of projects and their outcomes, and the ability to operate independently with minimal supervision.
• Familiarity with, or prior experience in working with global companies is required, especially working with teams across geographies and time zones.
• Ability to work in high-paced and complex projects and understand industry-specific customer service processes, operations, and functional needs.
• Ability to articulate the business value of recommendations/plans/strategies.
• Familiarity with project management methodologies (e.g., Agile, Waterfall).

Additional Information

• MBA from a tier 1 institute
• 6+ years of experience in Enterprise transformation platforms / CRM platforms / Digital transformation / Experience design / Business analysis including understanding of Marketing or Sales or Service as a function
• Must have strong business & data analytics/excel skills and excellent communication and presentation skills.
• Basic understanding of SQL, MS office and knowledge of visualization tools like Tableau & Power BI is preferred.

Equal Employment Opportunity Statement

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

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