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

8113 ASOL- Bangalore 7 SEZ Company; Bengaluru; On-site; INR 2,000,000 - 3,600,000; Full time

Job summary

Accenture in Bengaluru is seeking a seasoned consultant with 6+ years of experience in enterprise transformation, CRM platforms, and digital transformation to design, implement, and optimize client initiatives. You will work with cross-functional teams to map processes, gather requirements, and develop business cases that drive measurable outcomes.

You will engage in pre-sales activities, prepare compelling presentations, and collaborate with stakeholders across geographies to deliver

Qualifications

• 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
• MBA from tier 1 institute is preferred
• Strong business & data analytics/excel skills and excellent communication and presentation skills
• Basic understanding of SQL and visualization tools like Tableau & Power BI is preferred

Responsibilities

• Design and deliver digital transformation initiatives across client engagements
• Lead requirements gathering, process mapping, and business case development
• Engage with stakeholders to present reports, findings, and recommendations
• Develop solution designs including software enhancements and process improvements
• Participate in pre-sales activities including RFP responses and proofs of concept
• Drive continuous improvement and knowledge sharing across projects

Skills

ServiceNow knowledge

ITSM

ITOM

ITBM

CSM

Stakeholder management

Data analytics

Communication skills

Agile/WF methodologies

Presentation skills

Education

MBA from tier 1 institute

Tools

ServiceNow

Salesforce

Tableau

Power BI

MS Office

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.

About Accenture

Accenture is a leading global professional services company that helps the world's leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visitusatwww.accenture.com

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.