Service Now ITSM Consultant

Tekskills; Hyderabad; Hybrid; INR 1,400,000 - 2,000,000; Full time

Job summary

Tekskills is seeking a ServiceNow ITSM Lead to translate business objectives into platform initiatives. You will collaborate with stakeholders to define objectives and drive an ITSM roadmap aligned with organizational goals and best practices.

You will lead ITSM design and implementation, including configuration, customization, and integrations, while staying current with ServiceNow updates. You will define user stories, manage backlogs, support change management, and coordinate releases with

Responsibilities

• Collaborate with stakeholders to translate business objectives into ServiceNow initiatives.
• Develop and maintain ITSM roadmap aligned with goals and best practices.
• Lead ITSM design and implementation: configuration, customization, integration.
• Stay updated on ServiceNow features to improve efficiency and user experience.
• Gather requirements and define user stories with business units.
• Prioritize backlog by business value and goals.
• Collaborate with IT, HR, and other units to meet diverse needs.
• Liaise between technical teams and end-users for clarity.
• Implement change management for smooth adoption of features and processes.
• Provide training and documentation for end-users.
• Plan and manage releases with development, testing, deployment teams.
• Monitor releases and resolve roadblocks.
• Define acceptance criteria and coordinate UAT testing.
• Coordinate UAT and gather feedback.
• Identify opportunities for process improvements and UX gains.
• Stay updated with ServiceNow capabilities and best practices.
• Communicate statuses and progress to stakeholders.
• Address questions and feedback for alignment.

Skills

ServiceNow

ITSM

Stakeholder management

Backlog prioritization

Change management

Release planning

UAT

Documentation

Training

Vendor management

Job description

Key Responsibilities

Strategic Planning

• Collaborate with key stakeholders to understand business objectives and translate them into ServiceNow platform initiatives.
• Develop and maintain a roadmap for the ITSM, ensuring alignment with organizational goals and industry best practices.

Module Configuration and Customization

• Lead the design and implementation of ITSM, including configuration, customization, and integration with other systems.
• Stay abreast of ServiceNow updates and new features to leverage the latest capabilities for improved efficiency and user experience.

User Story Definition and Prioritization

• Work closely with business units to gather requirements and define user stories for enhancements and new features.
• Prioritize backlog items based on business value, strategic goals, and user needs.

Cross-functional Collaboration

• Collaborate with cross-functional teams, including IT, HR, and other business units to ensure the ServiceNow platform meets diverse needs.
• Function as a liaison between technical teams and end-users to facilitate effective communication and understanding.

Change Management

• Implement effective change management strategies to ensure smooth adoption of new features and processes.
• Provide training and documentation for end-users to maximize platform utilization.

Release Planning and Execution

• Plan and manage product releases, coordinating with development, testing, and deployment teams.
• Monitor release progress and resolve any roadblocks or issues that arise during implementation.
• UAT:
• Define clear acceptance criteria for user stories and work closely with ServiceNow teams to ensure comprehensive testing.
• Coordinate and support user acceptance testing, gathering feedback and ensuring the solution meets business needs.

Continuous Improvement

• Proactively identify opportunities for process improvements, user experience enhancements, and efficiency gains.
• Stay up to date with ServiceNow platform capabilities and industry best practices.
• Stakeholder Engagement and Communication:
• Communicate project statuses, updates, and progress to stakeholders at various levels of the organization.
• Address questions, concerns, and feedback to ensure alignment and transparency.

Vendor Management

• Manage relationships with ServiceNow vendors and stay informed about platform updates, releases, and best practices.
• Evaluate and recommend third-party applications or integrations to enhance the platform.