Job Summary

HCLTech is seeking a ServiceNow ITSM Functional Consultant – L3 to support end-to-end ITSM process design, requirements discovery, solution validation, and stakeholder alignment across ServiceNow implementations. The role focuses on translating business needs into scalable functional designs for ITSM processes, CMDB-aligned workflows, Virtual Agent, AI Search, Predictive Intelligence, and GenAI-enabled Now Assist capabilities such as incident summarization, chat summarization, resolution note generation, and knowledge-driven self-service.

Key Responsibilities

• 7–8 years of ServiceNow ITSM functional consulting experience, including process design, requirements gathering, and implementation support.
• Strong understanding of ITIL-aligned Incident, Problem, Change, Request, Knowledge, Service Catalog, SLA, and CMDB-related processes.
• Experience preparing process documents, process flows, user stories, functional requirements, test scenarios, and acceptance criteria.
• Ability to engage client stakeholders, run workshops, validate requirements, and translate business needs into practical ServiceNow functional designs.
• Hands-on exposure to Virtual Agent conversation design, self-service enablement, knowledge-driven support, AI Search, Now Assist, and Predictive Intelligence use cases.
• Ability to identify GenAI opportunities across ITSM processes, including incident summarization, chat summarization, resolution note generation, knowledge article recommendations, intelligent routing, and service request automation.
• Understanding of GenAI adoption considerations such as prompt quality, data readiness, knowledge quality, human review, access controls, and responsible AI usage within enterprise workflows.
• Experience working with Agile and Waterfall delivery models, including sprint ceremonies, backlog refinement, UAT support, and release readiness.
• Excellent analytical, communication, documentation, presentation, and stakeholder management skills.
• ServiceNow certifications such as CSA and CIS-ITSM are preferred.

Skill Requirements

• Lead functional discovery workshops to capture current-state processes, pain points, business outcomes, and future-state ITSM requirements.
• Design ServiceNow ITSM solutions that align with baseline capabilities, ITIL practices, platform guardrails, and customer operating models.
• Convert business requirements into user stories, functional specifications, process flows, configuration guidance, and testable acceptance criteria.
• Provide functional guidance for Incident, Problem, Change, Request, Knowledge, Service Catalog, SLA, and CMDB-integrated workflows.
• Review solution designs with technical teams to confirm feasibility, minimize customization, and preserve scalability, maintainability, and upgradeability.
• Identify and validate GenAI use cases for ITSM, including incident summarization, chat summarization, resolution note generation, knowledge recommendations, conversational catalog support, and AI-powered self-service.
• Support Virtual Agent, AI Search, Now Assist, and Predictive Intelligence adoption by defining functional requirements, success criteria, exception handling, and adoption measures.
• Assess process, data, and knowledge readiness for GenAI enablement, including quality of work notes, knowledge articles, categorization, assignment groups.
• Prepare and present business cases, solution options, process recommendations, demos, and functional walkthroughs to client stakeholders.
• Partner with developers, architects, testers, and process owners to ensure delivered functionality meets approved business and design requirements.
• Support functional testing, UAT, defect triage, training, adoption readiness, and go-live stabilization activities.
• Track process and GenAI value metrics such as SLA compliance, resolution time, deflection rate, backlog aging, generated-summary usage, knowledge reuse, and user satisfaction to recommend continual service improvements.

Other Requirements

• ServiceNow CSA and CIS-ITSM certification; CIS-Data Foundations or CMDB/CSDM exposure is an added advantage.
• Practical knowledge of Now Create, ServiceNow product documentation, and implementation best practices.
• Experience with enterprise ITSM operating models, SLA governance, reporting, dashboards, and process performance metrics.
• Exposure to Now Assist, Virtual Agent, Predictive Intelligence, AI Search, and knowledge-centered service improvement.
  
  
• Strong understanding of Agile delivery, backlog management, sprint planning, UAT coordination, and release readiness.
• Ability to create executive-ready documentation, solution presentations, training material, and adoption guidance.
• Experience working in large, fast-moving enterprise IT environments with distributed client, vendor, and delivery teams.