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Role Summary:
We are seeking an ITSM Functional Consultant & Scrum Master with strong expertise in IT Service Management practices, ITIL4 principles, and hands-on experience with leading ITSM tools such as ServiceNow. The role combines functional ITSM consulting with Scrum Master responsibilities, requiring the candidate to drive ITSM process implementations while enabling Agile delivery teams for iterative, incremental, and value-driven outcomes.
The ideal candidate will act as an ITSM Process consultant, ITIL Strategy Consultant, Agile Facilitator, and Scrum Master, bridging business stakeholders, ITSM platform teams, and Agile delivery teams to ensure high-quality, timely, and sustainable ITSM solutions.
Key Responsibilities:
ITSM Process Consulting & Delivery
- In depth understand of ITIL4 framework along with ITSM practices.
- Design and implement ITSM processes aligned with ITIL4 best practices.
- Conduct assessments to identify gaps and recommend process improvements.
- Support ITSM transformation initiatives ensuring alignment with business objectives.
- Good knowledge in Excel concepts (Power BI is added advantage)
ServiceNow Architect/Functional Consulting
- Provide functional expertise on ServiceNow modules.
- Should be able to function as ServiceNow solution architect.
- Assist in requirement gathering, solution design, and configuration support.
- In-depth understanding of ServiceNow tool (How it works, tables relations, CMDB, Flow Designer etc)
- Collaborate with technical teams to ensure successful implementation.
Scrum Master and Agile Enablement
- Act as a Scrum Master for ITSM and ServiceNow implementation teams.
- Facilitate Agile ceremonies including Sprint Planning, Daily Stand-ups, Sprint Reviews, and Retrospectives.
- Coach teams on Scrum, Agile principles, and mindset, ensuring adherence to Agile values.
- Remove impediments and proactively manage risks and dependencies impacting delivery.
- Work with Product Owners to refine backlogs, define acceptance criteria, and ensure clarity of priorities.
- Promote continuous improvement, transparency, and predictable delivery using Agile metrics.
- Enable effective collaboration between business stakeholders, functional consultants, and technical teams.
- Facilitate collaboration across teams to ensure smooth adoption of Agile practices.
Client Engagement & Advisory
- Conduct workshops and training sessions on ITSM and Agile practices.
- Serve as a trusted advisor to client stakeholders, guiding ITSM and Agile adoption journeys.
- Support pre-sales activities including solution shaping and client discussions (where applicable).
- Prepare documentation including process flows, solution proposals, runbooks, reports and presentations.
- Build and maintain strong relationships with client stakeholders.
Foundational Requirements:
- Deliver projects to clients on time and with exceptional quality by fostering strong team collaboration. Clearly outline deliverables, set priorities, establish timelines, review outputs, and provide constructive feedback to maintain high standards.
- Organize and lead interactive workshops and training programs for clients, focusing on ITIL, IT infrastructure concepts, Agile/Scrum practices, and related domains.
- Demonstrate proficiency in client engagement by building, managing, and strengthening relationships with key stakeholders. Apply strong analytical and problem-solving capabilities to address complex challenges effectively.
- Exhibit excellent communication and presentation skills to influence decision-makers and drive desired outcomes.
- Stay current with evolving ITSM, ServiceNow, Agile, and digital service management trends.
- Work collaboratively across teams and functions to create integrated, value-driven deliverables for clients.
Qualifications:
- Bachelor’s degree in information technology, Computer Science, or a related discipline.
- Master’s degree in IT or Business Management is considered an advantage.
- 4–6 years of experience in client-facing roles within IT consulting, ITSM Implementations, Technology Strategy, Agile Delivery, Project Management, Product Implementation, or service integration environments.
- Hands-on experience with ITSM processes, ITIL practices, and ServiceNow functional consulting.
- Proven experience working as a Scrum Master or Agile delivery lead in IT or platform implementation projects.
- Strong knowledge of - ITSM frameworks and ITIL4, IT operating models and Agile & Scrum methodologies
- ITIL4 certification is required; ServiceNow certifications such as CSA or CAD and Scrum Master Certifications like CSM/PSM are preferred. Additional relevant certifications will be an added benefit.
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