S&CGN - Tech Strategy & Advisory - ITSM - Manager

Accenture; Pune District; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

Accenture is looking for a Manager in Technology Consulting, specializing in ServiceNow implementations. The ideal candidate has over 9 years of experience, strong expertise in ITSM processes, and ServiceNow certifications. Responsibilities include leading ITSM transformations and conducting assessments to optimize processes. The role is based in India's Pune District with potential travel requirements and promises an engaging work environment.

Qualifications

• 9+ years overall experience with 4+ years hands-on ServiceNow implementation.
• Strong experience in ITSM process design and platform configuration.
• ServiceNow certifications: CSA (mandatory) and CIS.

Responsibilities

• Drive ServiceNow implementation workstreams across ITSM modules.
• Lead ITSM processes transformation using Agentic AI/Gen AI.
• Translate business requirements into functional specifications.

Skills

ITSM Enterprise Service Transformation

ITSM Process Design Optimization

ServiceNow Functional Implementation

Cloud Architecture

AIOps Intelligent Operations

Education

Bachelor's degree in Engineering, Computer Science, Information Technology or related field

MBA (preferred)

Tools

ServiceNow

ITIL

Cloud-native platforms

Job description

About The Role

Accenture Strategy shapes our clients' future bringing deep business insight with a strong understanding of how technology will impact industry and business models. We focus on issues such as digital disruption, redefining competitiveness, operating and business models, and workforce of the future to help clients find future value and growth.

Global Network

Our Global Network teams complement in‑country teams to deliver cutting‑edge expertise and measurable value to clients worldwide. Approximately 10,000 consultants are part of this rapidly expanding network.

Practice Overview

Skill/Operating Group: Technology Consulting
Level: Manager
Location: Gurgaon / Mumbai / Bangalore / Pune / Kolkata
Travel Percentage: Expected travel could be anywhere between 0%–100%

Why Technology Consulting

The Technology Consulting business within Global Network invents the future for clients by providing guidance, design thinking, and innovative solutions for technological transformation.

Principal Duties & Responsibilities

• Drive ServiceNow implementation workstreams across ITSM and related modules (ITOM, SPM, HRSD, GRC as applicable)
• Lead ITSM processes transformation/modernization using Agentic AI/Gen AI.
• Conduct current‑state process assessments and identify optimization opportunities.
• Translate business requirements into functional specifications, user stories, and solution designs.
• Configure and implement ServiceNow modules including workflows, forms, catalog items, and integrations.
• Support CMDB design, data model alignment, and service mapping initiatives.
• Participate in solution blueprinting workshops and stakeholder discussions.
• Contribute to implementation planning, release management, and deployment activities.
• Identify and resolve complex ITSM process and platform configuration challenges.
• Support integration activities using APIs, IntegrationHub, and MID Server.
• Drive UAT support, hyper‑care stabilization, and post‑go‑live optimization.
• Contribute to ITSM best practices alignment and platform governance adherence.
• Assist in client presentations, demos, and proposal support activities.
• Participate with Cloud Architecture activities.

Qualifications

• Bachelor's degree in Engineering, Computer Science, Information Technology, or related field.
• MBA (preferred but not mandatory).
• 9+ years of overall experience with 46+ years hands‑on ServiceNow implementation experience.
• Strong experience in ITSM process design and platform configuration.
• Exposure to multiple ServiceNow modules such as ITSM (mandatory) and at least 2 of ITOM, SPM, HRSD, GRC.
• ServiceNow certifications: CSA (mandatory) and CIS.
• ITIL certification (v3/v4) preferred.
• Cloud Architecture certification (Azure, GCP or AWS).

Experience

• Experienced in leading large‑scale ServiceNow and ITSM transformation engagements across enterprise environments.
• Deep expertise in ITSM strategy, service operating model design, platform architecture, and multi‑module implementation.
• Hands‑on experience across the full lifecycle from assessment and solution design to implementation and optimization focused on measurable service excellence and digital transformation outcomes.
• Practical industry expertise in Financial Services, Retail, consumer goods, Telecommunications, Life Sciences, Transportation, Hospitality, Automotive/Industrial, Mining and Resources.

Key Competencies & Skills

• ITSM Enterprise Service Transformation: Leading enterprise‑wide ITSM transformations, designing target service operating models, process standardization, and automation‑first architectures aligned to ITIL best practices.
• ITSM Process Design Optimization: Analyzing and improving incident, problem, change, request, and knowledge management processes aligned to ITIL practices.
• ServiceNow Functional Implementation: Strong hands‑on experience configuring ServiceNow modules including workflows, catalog items, SLAs, UI policies, business rules, and reporting.
• ServiceNow Technical Awareness: Knowledge of Flow Designer, Client Scripts, Script Includes, IntegrationHub, REST/SOAP integrations, and CMDB data models.
• CMDB ITOM Exposure: Basic to intermediate experience in CMDB structure, discovery concepts, and event management integration.
• Solution Documentation Design: Ability to create BRDs, FSDs, user stories, process maps, and implementation documentation.
• Delivery Client Collaboration: Ability to independently manage workstreams, support workshops, and collaborate with cross‑functional teams.

Secondary Skills (Preferred)

• Application Modernization: Leading and designing composable architecture leveraging microservices, EDA on the cloud platforms.
• Cloud Architecture: Experience with private, public, and hybrid cloud architectures, pros/cons, and hybrid cloud integration architecture.
• Cloud-native application development, DevOps and data integration within cloud platform.
• Cloud Migration: Delivering cloud migration roadmaps and managing execution from a project management perspective.
• Cloud Deployment: Across various hyper‑scaler platforms (AWS, Azure, GCP) and models (PaaS, SaaS, IaaS), containers and virtualization platforms (VMWare).
• AIOps Intelligent Operations: Exposure to AIOps concepts including event correlation, noise reduction, predictive analytics, and automation‑driven incident management within IT operations environments.
• IT Infrastructure Architecture: Working knowledge of enterprise infrastructure components including networks, servers, virtualization, containers, middleware, and security layers to ensure accurate CMDB modeling and service dependency mapping.

Other Desired Skills

• Strong desire to work in technology‑driven business transformation.
• Strong knowledge of technology trends across IT and digital and how they can be applied to companies to address real‑world problems and opportunities.
• Comfort conveying both high‑level and detailed information, adjusting the way ideas are presented to better address varying social styles and audiences.
• Leading proof of concept and/or pilot implementations and defining the plan to scale implementations across multiple technology domains.
• Flexibility to accommodate client travel requirements.
• Published thought‑leadership whitepapers, POVs.

Equal Opportunity Employer Statement

Accenture is an equal‑opportunity employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion, belief, ethnic or national origin, disability, age, citizenship, marital, domestic, or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.