ITSM Functional Consultant

Job Description: ITSM Functional Consultant Reports to: ITSM Tool Manager

Location: Noida, Sector 126 SEZ

Note: Looking for Immediate to 30days Joiners Only

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Role Overview

As an ITSM Functional Consultant, you will be the bridge between complex business requirements and technical execution. You will lead the design and implementation of high-level integration scenarios, specifically focusing on eBonding and the HCL ITSM ecosystem. Your role is pivotal in driving the full project lifecycle, from initial scoping and Proof of Concept to final production deployment and hypercare.

Key Responsibilities

• Solution Designs Integration

• Define High-Level Design (HLD): Document and explain integration approaches and scenarios.
• Lead POCs: Spearhead the design and development of Proof of Concepts for both ITSM and non-ITSMtool integrations.
• eBonding Expertise: Configure and develop connectivity solutions between the external (ITSMor Non-ITSM) Systemand HCL IT Service Management tool.
• Scalability: Create standardized documentation from new integrations to be leveraged by other Functional Consultants in future projects.

• Project Lifecycle s Implementation

• End-to-End Delivery: Drive technical onboarding projects in close collaboration with Project Managers C other Technical team / Consultants.
• Stakeholder Engagement: Actively participate in implementation discussions with internal/external stakeholders and executive management.
• Requirements Management: Gather and manage functional requirements for implementing the requested functionalities.
• Validation: Assess project scope and commercial feasibility before project initiation.
• Testing s Deployment: Lead System Integration Testing (SIT) and User Acceptance Testing (UAT).
• Hypercare: Provide dedicated operational support during the transition phase before handingover to the SX Operations team.

• Technical Support s Pre-sales Solutioning

• Expert Support: Serve as the escalation point for Operations team for expert-level technical issuesrelated to HCL IT ServiceManagement Capabilities.
• Pre- Sales solutioning: Provide deep-dive expertise for HCL IT Service Manager

toolset during the Presales discussions and provide the appropriate solutions to the client requirements.

• Knowledge Management

• Documentation: Maintain a comprehensive library of integration guides and technical workflows.
• Enablement: Publish insights to the public knowledge base and conduct training sessions for internal teams

Qualifications s Skills

• Education: Bachelor's or Engineering degree in Computer Science, Information Technology, or a related field.
• ITIL Certification: ITIL v4 Foundation s Intermediate required (Expert level certification is a significant plus).
• Tooling Experience: Proven experience managing ITSM tools and operations (e.g., ServiceNow, Remedy, Cherwell, JIRA etc.).
• Certification in administration for any major ITSM tool is preferred.
• Total Experience: Minimum 10 Years, Relevant Experience: minimum 3-4 Years
• Process Mastery: Strong understanding of Incident, Problem, Change, Service Request, CMDB, SAM, HAM, and Knowledge Management processes.
• Reporting: Proficiency in reporting tools such as Excel, Power BI, or native ITSM Reporting.
• Soft Skills:
• Experience in stakeholder/vendor management and client-facing roles.
• Excellent communication, leadership, and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced environment.