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

Accenture PLC; Bengaluru; On-site; INR 2,400,000 - 4,800,000; Full time

Job summary

Accenture PLC in Bengaluru is seeking a seasoned consultant to shape and deliver ServiceNow-based transformations for clients. You will lead complex initiatives spanning business analysis, process mapping, and solution design across digital transformation programs.

The role requires 8+ years of experience in enterprise platforms, CRM, and experience design, with strong analytical and communication skills. Collaboration across geographies and time zones is expected.

Qualifications

• MBA from a tier 1 institute is required.
• 8+ years of enterprise transformation and CRM experience.
• Strong data analytics and communication skills.
• Familiarity with ServiceNow CSA preferred.

Responsibilities

• Lead management consulting and digital transformation initiatives.
• Oversee project/program management and risk management.
• Engage stakeholders across levels; present findings and recommendations.
• Gather requirements, document processes, and analyze business needs.
• Design solutions including process improvements and organizational changes.
• Identify transformation opportunities and drive outcomes.
• Participate in pre-sales activities and practice initiatives.

Skills

ServiceNow

ITSM

ITOM

ITBM

CSM

CRM knowledge

Salesforce

CSA certification

Data analytics

Communication skills

Education

MBA from tier 1 institute

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.
• Project Management: Solid project/program management skills with the ability to communicate program progress, call out and manage risks in a clear and timely manner.
• Stakeholder Management: Develop and implement strategic plans, business models, and growth strategies that align with the client's vision and objectives. Stakeholder management across levels of seniority, technical aspects of delivery, team management (coaching, mentoring). 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, or 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
• 8+ 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.

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