KEY RESPONSIBILITIES :

- Lead all technical aspects of ServiceNow solution delivery and consulting, including Application Configuration, Workflow, UI, Scripting and Integrations with other systems

- Interface with clients and coordinate technical execution with onsite and offshore teams

- Mentor team in implementation methodology, configuration, and best practices

- Lead requirement gathering workshops to identify use cases and value based acceptance criteria with client and other stakeholders

- Drive continuous improvement of implementation methodology and service offerings based on client experience

REQUIRED QUALIFICATION :

- Proven experience in defining and deploying 'to be' best practice ITSM processes and in identifying solutions from a people, process and technology perspective

- Minimum of 5+ years experience with leading ITSM toolsets such as ServiceNow, HP Service Desk, HP Service Manager, CA Service Desk, IBM TSRM/CCMDB and Remedy ARS

- Minimum of 5+ years of global process management experience

- Minimum of 5+ years of Professional Services experience

- Proficient in process management competences.

- Extensive experience driving large scale, complex global change initiatives and programs to a successful implementation.

- Solid experience in requirements gathering, including experience in creating process documentation

- Excellent communication skills (both written and verbal) with strong presentation and facilitation skills (proficiency in Visio, Word and PowerPoint)

- Demonstrated ability to influence and consult (providing options with pros, cons and risks) while providing thought leadership to sponsors/stakeholders in solving business process and/or technical problems

- Strong interpersonal skills, customer centric attitude, ability to deal with cultural diversity

- Ability to work with cross functional remote (virtual) groups

- Proven team player and team builder

- A degree or equivalent, preferably in Information Technology

- Solid background in IT operational support or consulting, with experience in ITSM/ITIL process analysis and improvement

- ITIL V3 Foundation Certification required

- ITIL Practitioner or Service Manager Certification preferred

- BPM training/certification preferred

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