Skills:

•              CMDB

•              Service Mapping

•              CSDM

•              ServiceNow Discovery

•              HAM

•              Functional Consulting (FC)

Role Overview

As a Lead Functional Consultant specializing in IT Operations Management (ITOM), Configuration Management Database (CMDB), and Service Mapping, the FC will play a critical role in helping our clients implement and optimize their ServiceNow environment. This role will act as a subject matter expert, providing technical and functional guidance, delivering solutions that enhance operational efficiency, and ensuring that clients maximize their return on investment in ITOM solutions.

Job Description:

ITOM Implementation:

Lead and execute ITOM engagements, including discovery, event management, operational intelligence, and orchestration, using ServiceNow.

Configure and deploy ITOM modules to monitor and automate IT infrastructure operations,

focusing on cloud and hybrid environments.

Provide subject matter expertise for the architecture, design, and optimization of IT operations.

CMDB (Configuration Management Database) Implementation:

Design, configure, and implement an optimized CMDB that supports IT Service Management (ITSM) and aligns with the Common Service Data Model (CSDM).

Develop, manage, and optimize CMDB health, governance, and data quality.

Ensure CMDB data accuracy by integrating multiple data sources and developing CI (Configuration Item) relationships.

Service Mapping:

Lead the design and implementation of Service Mapping initiatives, mapping IT services to the underlying infrastructure in ServiceNow.

Create and maintain service maps to reflect business services, application services, and infrastructure dependencies.

Enable proactive service impact analysis and incident management by building end-to-end visibility into service delivery.

 Client Engagement & Requirement Gathering:

Conduct workshops and meetings to capture and analyze client requirements, aligning the ServiceNow ITOM/CMDB/Service Mapping solutions with business objectives.

Translate functional requirements into technical designs and solutions, ensuring the client’s IT

strategy is supported by the platform.

Solution Design & Development:

Collaborate with technical teams, developers, and ServiceNow architects to ensure accurate implementation of solutions based on best practices.

Configure ServiceNow workflows, business rules, and UI components to support ITOM, CMDB, and service mapping functionalities.

Work closely with change and release management to deploy new capabilities into production

environments.

Training & Documentation:

Provide training and knowledge transfer to client teams on ITOM/CMDB/Service Mapping features, capabilities, and best practices.

Develop comprehensive documentation for the implemented solutions, including design

documents, test plans, and user guides.

Testing & Support:

Conduct testing, validation, and troubleshooting of ITOM/CMDB/Service Mapping solutions.

Support post-implementation activities, including issue resolution, enhancements, and system performance optimization.

Continuous Improvement:

Identify areas for process improvement and automation within the client’s IT operations,

focusing on enhancing operational visibility and efficiency.

Stay updated on ServiceNow product enhancements, patches, and new features, advising clients on leveraging new capabilities.

Desired Skills:

ITSM Service Asset & Configuration Management (HAM & CMDB specifically) functional consulting & operations

Strong expertise in ServiceNow ITOM Suite (Discovery, Event Management, Orchestration, Operational Intelligence).

Hands-on experience with CMDB setup, data modeling, and integration with third-party

tools.

Solid understanding of Service Mapping concepts, best practices, and configuration.

Experience with cloud environments (AWS, Azure, GCP) and their integration into ServiceNow.

Familiarity with ITIL processes, especially Service Asset and Configuration Management, Incident, and Problem Management.

Excellent client-facing and communication skills, with the ability to translate technical concepts into business value.

ServiceNow certifications (Certified Implementation Specialist in ITOM, Discovery, or CMDB)

are highly desirable.

Essential Requirements:

BE/B. Tech (minimum), MBA (IT/Operations) is preferred

Minimum IT experience required is 7 – 10 years out of which at least 5 – 7 years in ITIL® process functional consulting domain specially in CMDB, ITOM & Service Mapping

Hands-on work experience on at least one Service Management tools like ServiceNow, BMC Remedy, HPSM or any other equivalent industry standard ITSM tool ( ServiceNow is preferred)

Strong oral and written communication skills with the ability to communicate technical information in non-technical language

Excellent English communication skills, both written and verbal, including business writing skills

Experience of performance data analysis of ITIL® processes

Ability to work with all levels of client and internal resources

Ability to organize, delegate, and leverage resources to accomplish objectives

Supervisory skills and the ability to leverage support from other parts of the organization

Organizational and time management skills