SME - ServiceNow,JavaScript

Job Summary

HCLTech is seeking a Service Now ITSM Functional Consultant – L3 to support end-to-end ITSM process design, requirements discovery, solution validation, and stakeholder alignment across Service Now 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 Service Now 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 Service Now 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.

• Service Now 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 Service Now 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

• Service Now CSA and CIS-ITSM certification; CIS-Data Foundations or CMDB/CSDM exposure is an added advantage.

• Practical knowledge of Now Create, Service Now 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.