9-11 Years
Cloud Services-SERVICENOW-FUNCTIONAL CONSULTANT
Bachelor of Technology/ Engineering
Noida
Professional Services
Role: ITIL Functional Consultant L3
Band: E 3.1
Experience: 7+ Years
Drive ITIL process standardization and innovation within large, complex IT ecosystems using HCL BigFix Service Management. This role is pivotal in enabling enterprise-wide ITSM transformation, leveraging automation, AI-driven insights, and industry best practices to deliver superior service experiences.
Key Responsibilities
ITIL Process Optimization: Design, standardize, and enhance ITIL processes across Incident, Problem, Change, Request, and Asset Management using HCL BigFix Service Management.
ITSM Implementation: Implement end-to-end ITSM leveraging HCL BigFix Service Management and its AI-powered automation.
Enterprise Integration: Responsible for integration design, including mapping of APIs, Entities, Fields, Transformation
Customer Success: Responsible for customer adoption, organizational change management and ensuring high customer satisfaction.
AI & Analytics Enablement: Implement CVA, Predictive Analytics, GenAI use cases across the ITIL processes.
Essential Requirements
Education: BE/B.Tech and MBA (IT/Operations)
Experience:
Minimum 5 7 years in ITSM functional consulting, with 2-4 years experience in Application Administration or System Administration
Technical Expertise:
Deep understanding of Enterprise IT tools landscape in various domains such Workplace, Datacenter, Network and Security.
Hands-on experience with ITSM platforms (e.g., ServiceNow, BMC Remedy, or Equivalent)
Hands-on experience with RESTful API and JSON for ITSM integrations
Basic scripting in Javascript or Python
Skills:
Strong analytical, communication, and documentation skills.
Excellent English proficiency (written & verbal).
Customer-centric mindset with a focus on service excellence.
Certifications: ITIL Expert/Intermediate/Foundation.
Preferred: Exposure to AI-driven ITSM tools, automation frameworks, and any scripting language.
Tools and Standards-Quality Control-ITIL
HCLTech is a global technology company, home to more than 226,600 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2025 totaled $14.2 billion. To learn how we can supercharge progress for you, visit hcltech.com.
