Job Summary

HCL is a ServiceNow Elite partner and is looking for a new ServiceNow Business Analyst and Process Consultant. The basic responsibilities of the role include analyzing business requirements through workflow analyses, translating business requirements into process 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

7 to 8 years’ Experience on the ITSM ServiceNow platform as a Process Consultant. • Experience of Standardizing/Improvising ITIL® processes and functions’ implementations in large technology engagements & full life cycle implementations. • Experience in working with various levels of IT Service management internally and Client organization and ability to meet client’s deadlines. • Hands-on experience on writing the process documents, process flows, User Stories and Process Requirements Specification documents for ITIL Processes • Experienced in IT enablement of respective business functions - Process Design, Process Implementation and Process Support • Experience in providing consulting support on Virtual Agent capabilities and requirement gathering for Virtual Agent and designing the conversations.  Experience with Now Assist or Predictive Intelligence is highly prioritized  Design effective workflows and panels utilizing Now Assist Gen AI capabilities for enhanced user experience. Experience leading large teams in process and technical streams. • Great analytical and communication skills • Experience across Waterfall and Agile project methodologies • Work experience as a Project Manager across the above

Skill Requirements

 As a Process owner you will be an integral part of the team responsible for solution design and review of all business process and system level changes as part of continual service improvement  You will provide design perspectives to the process teams to maintain consistency, stability and supportability of the solution and processes in conjunction with maintaining the organizational roadmap for the solution while utilizing current vendor solution capabilities and the product roadmap.  Understanding of the Customer requirements then apply industry best practices and detailed knowledge of ServiceNow to design an optimal solution that supports the business process that meets or exceeds Customer requirements.  AI Solution Strategy & Design: Translate business requirements into technical, AI-enabled workflow design  Conversational AI Enhancement: Develop and refine Virtual Agent dialog flows using NLU (Natural Language Understanding)  Performance Monitoring: Track AI effectiveness using KPIs (e.g., resolution time, deflection rate) and continuously optimizing model performance.  Works closely with the Team to ensure the solution is technically feasible and to identify areas to reduce implementation efforts.  Assists in quality management reviews and ensures that all business and design requirements are met.  You will play an active role in configuring the solution and supporting the technical team for any custom development required.  Leads internal development of business process story / requirement gathering.  Prepare process documents, process flows, User Stories and Process Requirements Specification documents for ITIL Processes  Prepare and present Business Case / Solution design / process requirements for IT Service Management Process Areas and Modules to customers  Work with tool developers to explain the requirements and ensure that developments are according to specified process requirements (Process Lifecycle Testing)  Process Training to Customer and vendor End users and support users

Other Requirements

 Experience & knowledge of Agile methodologies.  Prince 2 / PMP certification  Good understanding of enterprise AI adoption models and automation maturity frameworks  ServiceNow Developer Certification  ServiceNow Certified Implementation Specialist Certification  ServiceNow Now Assist & GEN AI Certification  In-depth experience of ITSM systems (ServiceNow) and ITIL Processes  Generative AI & LLM Understanding  AI-Driven ITSM Optimization (Incident, Request, Change)  Exposure to managing and implementing ITIL/ITSM processes  Comprehensive understanding of Service Level Agreements and performance metrics  In-depth experience of ITSM systems (ServiceNow) and ITIL Processes  Great written and verbal communications skills (including report writing)  Great presentation preparation and display skills (from a business perspective)  Knowledge of enterprise IT environments  Experience of working in a fast moving and changing large enterprise IT environment  Intermediate knowledge of business analysis, business management data systems, IT risk management, project management and technical problem resolution.