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

Accenture; Bengaluru; On-site; INR 4,000,000 - 6,000,000; Full time

Job summary

Accenture Bengaluru seeks a seasoned Business Analyst/Functional Consultant focused on ServiceNow within our consulting practice. You will drive requirements, process mapping, solution design, pre-sales support, and data-driven insights to improve client performance.

The role requires strong communication, global delivery experience, and the ability to manage complex projects across geographies. MBA from tier 1 institute; 15+ years in enterprise transformation, analytics, and stakeholder

Qualifications

• 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 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.
• 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 ownership of projects and their outcomes, ability to operate independently.
• Familiarity with working with global companies, especially across geographies and time zones.
• Ability to work in high-paced and complex projects and understand industry-specific customer service processes.
• Ability to articulate the business value of recommendations/plans/strategies.
• Familiarity with project management methodologies (e.g., Agile, Waterfall).

Responsibilities

• Manage consulting engagements focusing on digital transformation, service experience design, and business process improvement.
• Drive project/program management with clear communication of progress and risks.
• Develop and implement strategic plans, stakeholder management, and cross-functional collaboration.
• Elicit, document, and analyze business requirements and processes.
• Create detailed process maps and BRDs, use cases, and user stories.
• Collaborate with cross-functional teams to design solutions and organizational changes.
• Identify transformation opportunities and drive process optimization to improve outcomes.
• Analyze data and financial information to provide insights for client performance.
• Participate in pre-sales activities including RFP responses, PoCs, and client presentations.
• Create reusable assets on CRM/contact center space and contribute to practice initiatives.
• Stay updated on industry trends and emerging technologies to enhance consulting skills.

Skills

ServiceNow knowledge

ServiceNow modules (ITSM ITOM ITBM CSM

Industry knowledge FS/PRD/CMT/RES/H&PS

CRM & Salesforce

ServiceNow CSA

Business case design

Customer journey mapping

Analytical skills

Tech-driven problem solving

Communication skills

Ownership & independence

Global team collaboration

Fast-paced environment

Business value articulation

PM methodologies (Agile, Waterfall)

Education

MBA from tier 1 institute

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.

Qualification

• 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
• 15+ 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.