Role: ServiceNow Process Consultant Location: Good to be in Boston//Remote also works for the right candidate. Hire Type: Contract Job Description: IT Service Improvement Consultant is expected to contribute to solution development activities, delivering engagements to existing and new clients. A consultant will bring more well-rounded employee experience, automation, problem solving and productivity mindset at client's environment by identifying opportunities for improvement (OFI) & partnering with various client teams to implement OFIs. RESPONSIBILITIES · Provide expert ITIL process knowledge and serve as a liaison between the RPA service delivery teams and the various service management process and tools teams. · Coordinate with associated Support and Delivery teams to define and maintain key entity and configuration item relationships for the Software Robotics & Citizen Development (SRCD) Service. · Design, create, and publish metrics reports that support data driven decision making for the service. · Review service metrics (KPIs) to identify, recommend, and coordinate implementation of changes to ITSM services, metrics, and tools. · Work closely with the Solutions Delivery teams to ensure all Service Support and Delivery processes are automated and measured so that key Service Level Objective and Key Performance Indicators are tracked and reported. · Support the SRCD Service Delivery Leader, the SRCD Plan and Build Leader, and the SRCD Operations Leaders in preparation of regular customer and management reporting related to delivery of the service. · Identify deficiencies in service delivery and operations through analysis of service and process performance. · Support cross-organizational continuous improvement efforts through data collection, problem definition, and post solution validation. · Partner with the SRCD Service Delivery Manager to drive service improvement initiatives to enhance the customer experience with our products and services. · Communicate the improvements and their associated value propositions to key stakeholders. · Work closely with Automation Engineers to deliver requirements through development and release of new capabilities. · Create and maintain capability improvement roadmaps in partnership with key Stakeholders. · Monitor new capabilities to ensure that the value propositions are realized. Where/if value propositions are not fully realized; provide root cause analysis and corrective action plans. · Contribute to RFP/RFI response build activities · Expand technology skillset and acumen through industry-recognized trainings (ITIL 4, ServiceNow, Lean Six-Sigma etc.) to make yourself more marketable on project · Bring leadership and project management to any client engagements · Identify digital solutions and applications required to achieve strategic goals · Work on IT solutions based on ITIL, ServiceNow, Design Thinking, User Experience QUALIFICATIONS MUST HAVE · 5-10 years IT Service Experience/IT Service Management or other relevant professional services experience · Experience in ITSM tools integration project transformation with AI/RPA tools landscape · Experience with Process Design & Process Improvement · Experience in identifying automation use cases along with business case creation · Performance reporting, KPI and dashboard design and development · Strong analytical abilities with data visualization and analysis experience · Advance MS Excel knowledge to build various templates e.g. Pivots, slicers, PowerPivot, Formulas, connecting database. · Proficient in MS PowerPoint to build solution decks, reusable slides, graphics etc. · Proven leadership in driving improvement initiatives around user experience, productivity improvement and new ways of working in collaboration with client and various teams · Ability to partner and collaborate with L3 Support & L4 Engineering teams · Excellent business communication, facilitation skills and presentation capability GOOD TO HAVE · Good understanding of ServiceNow tool, portal design, UI design and dashboard design · Design thinking · Solid understanding and certification in one or more of the following areas a plus: o ITIL V3 & ITIL V4 o Lean Six Sigma o Customer and Employee Experience o Certified Scrum Master (CSM)/Certified Project Mgmt Professional (PMP)/Certified PRINCE2 Practitioner | ||||||||||||||
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