Job Description

Job Summary

HCL is a ServiceNow Elite partner and is looking for a new ServiceNow Business Analyst and Functional Consultant. The basic responsibilities of the role include analyzing business requirements through workflow analyses, translating business requirements into functional designs, evaluating feasibility with client's stakeholders, managing the development of the ServiceNow platform, serving as client's subject matter expert on the SNOW system, and managing the upgrades to the ServiceNow system. The Consultant is also expected to possess advanced knowledge of ServiceNow’s native AI capabilities, primarily Now Assist, to design, configure, and optimize intelligent workflows.

Key Responsibilities

1. Lead Process Management Initiatives By Implementing Itil Best Practices And Optimizing Bmc Remedy And Ca Service Desk Workflows To Enhance Service Delivery And Operational Efficiency.
2. Analyze Client Requirements And Ensure The Support Team Delivers Exceptional Service Aligned With Client Expectations While Identifying Areas For Improvement.
3. Mentor And Guide Project Teams, Fostering Transparent Communication Of Project Goals, Timelines, And Responsibilities To Ensure Accountability And Performance Excellence.
4. Drive Innovation By Proposing New Ideas And Methodologies For Process Development, Leveraging Tools And Automation To Enhance Overall Organizational Progress.
5. Develop And Implement Data-Driven Solutions Tailored To Customer Needs, Utilizing Servicenow To Streamline Service Requests And Improve Response Times, Ultimately Achieving Positive Business Outcomes.

Skill Requirements

1. Strong Understanding Of Itil Framework And Process Management Principles.
2. Proficiency In Servicenow (Snow) Administration And Support.
3. Familiarity With Bmc Remedy, Ca Service Desk, And Avanti For Effective Service Management.
4. Excellent Problem-Solving And Analytical Skills To Enhance Operational Systems.
5. Strong Leadership Capabilities With A Focus On Team Empowerment And Development.

Other Requirements

1. Itil Certification (Optional But Valuable)
2. Servicenow Certified System Administrator (Optional But Valuable