S&cgn - Tech Strategy & Advisory - Itsm - Consultant
- Accenture
- 9 - 14 years
- Bengaluru
- 9 days ago
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Job Description
Global Network Videos:
Video title
External link
Accenture Global Network
Accenture in One Word
MBA Careers: What makes Accenture different
Accenture Inclusion The Power of Diversity
Practice Overview:
Skill/Operating Group
Technology Consulting
Level
Manager
Location
Gurgaon/Mumbai/Bangalore/Pune/Kolkata
Travel Percentage
Expected Travel could be anywhere between 0-100%
Why Technology Consulting
The Technology Consulting business within Global Network invents the future for clients by providing them with the right guidance, design thinking and innovative solutions for technological transformation.
As technology rapidly evolves, its more important than ever to have an innovation advisor who can create a new vision or put one into place to solve the clients toughest business problems.
Specialize in management or technology consulting to transform the world''s leading organizations by building innovative business solutions as their trusted advisor by:
Helping Clients: Rethinking IT and Digital ecosystems and innovating to help clients keep pace with fast-changing, customer-driven environments.
Enhancing your Skillset: Building expertise and innovating with leading-edge technologies such as Blockchain, Artificial Intelligence and Cloud.
Transforming Businesses: Developing customized, next-generation products and services that help clients shift to new business models designed for today''s connectedlandscape of disruptive technologies
Principal Duties
And Responsibilities:
Working closely with our clients, Consulting professionals design, build and implement ServiceNow and ITSM transformation strategies that enhance service delivery, operational resilience, and enterprise performance. They develop specialized expertiseprocess, platform, industry, and architecturalin a dynamic project environment that offers multiple opportunities for career growth.
The opportunities to make a difference within large-scale service transformation initiatives are limitless in todays digital enterprise landscape. Here are just a few of your day-to-day responsibilities:
Drive ServiceNow implementation workstreams across ITSM and related modules (ITOM, SPM, HRSD, GRC as applicable)
- ITSM processes Transformation/Modernization using Agentic AI/Gen AI. Conduct current-state process assessments and identify optimization opportunitiesTranslate business requirements into functional specifications, user stories, and solution designsConfigure and implement ServiceNow modules including workflows, forms, catalog items, and integrationsSupport CMDB design, data model alignment, and service mapping initiativesParticipate in solution blueprinting workshops and stakeholder discussionsContribute to implementation planning, release management, and deployment activitiesIdentify and resolve complex ITSM process and platform configuration challengesSupport integration activities using APIs, IntegrationHub, and MID ServerDrive UAT support, hyper care stabilization, and post-go-live optimizationContribute to ITSM best practices alignment and platform governance adherenceAssist in client presentations, demos, and proposal support activities
Participate with Cloud Architecture activities such as
Qualifications:
Bachelors degree in Engineering, Computer Science, Information Technology, or related fieldMBA (preferred but not mandatory)9+ years of overall experience with 46+ years hands-on ServiceNow implementation experienceStrong experience in ITSM process design and platform configurationExposure to multiple ServiceNow modules such as ITSM (mandatory) and at least 2 of ITOM/SPM/HRSD/GRCServiceNow certifications such as CSA (mandatory) and CISITIL certification (v3/v4) preferred
Cloud Architecture certification (Azure or GCP or AWS)
Experience:
- We are seeking experienced professionals who have led large-scale ServiceNow and ITSM transformation engagements across enterprise environments. The ideal candidates will have deep expertise in ITSM strategy, service operating model design, platform architecture, and multi-module ServiceNow implementations (ITSM, ITOM, SPM, HRSD, GRC), with hands-on experience across the full lifecyclefrom assessment and solution design to implementation and optimizationfocused on driving measurable service excellence and digital transformation outcomes
- The candidate should have practical industry expertise in one of these areas - Financial Services, Retail, consumer goods, Telecommunications, Life Sciences, Transportation, Hospitality, Automotive/Industrial, Mining and Resources.
Key Competencies and Skills:
The right candidate should have competency and skills aligned to one or more of these archetypes
ITSM Enterprise Service Transformation Experience leading enterprise-wide ITSM transformations, designing target service operating models, process standardization, and automation-first service architectures aligned to ITIL best practices.
- ITSM Process Design Optimization Experience analyzing and improving incident, problem, change, request, and knowledge management processes aligned to ITIL practices.
- Exposure to Agentic AI/Gen AI for ITSM Processes modernization
- ServiceNow Functional Implementation Strong hands-on experience configuring ServiceNow modules including workflows, catalog items, SLAs, UI policies, business rules, and reporting.
- ServiceNow Technical Awareness Working knowledge of Flow Designer, Client Scripts, Script Includes, IntegrationHub, REST/SOAP integrations, and CMDB data models.
- CMDB ITOM Exposure Basic to intermediate experience in CMDB structure, discovery concepts, and event management integration.
- Solution Documentation Design Ability to create BRDs, FSDs, user stories, process maps, and implementation documentation.
- Delivery Client Collaboration Ability to independently manage workstreams, support workshops, and collaborate with cross-functional teams.
Secondary Skills (Preferred)
- Application Modernization Experience leading and designing the composable architecture leveraging Microservices, EDA on the Cloud Platforms.
- Cloud Architecture: Experience with private, public and hybrid cloud architectures, pros/cons, and Hybrid cloud integration architecture
- Cloud-native application development, DevOps and data integration within cloud platform
- Cloud Migration: Delivering cloud migration roadmaps and managing execution from a project management perspective.
- Cloud Deployment across various hyper-scaler platforms (AWS, Azure, GCP) and models (PaaS, SaaS, IaaS), containers and virtualization platforms (VMWare.)
- AIOps Intelligent Operations Exposure to AIOps concepts including event correlation, noise reduction, predictive analytics, and automation-driven incident management within IT operations environments.
- IT Infrastructure Architecture Working knowledge of enterprise infrastructure components including networks, servers, virtualization, containers, middleware, and security layers to ensure accurate CMDB modeling and service dependency mapping.
Other desired skills -
- Strong desire to work in technology-driven business transformation
- Strong knowledge of technology trends across IT and digital and how they can be applied to companies to address real world problems and opportunities.
- Comfort conveying both high-level and detailed information, adjusting the way ideas are presented to better address varying social styles and audiences.
- Leading proof of concept and/or pilot implementations and defining the plan to scale implementations across multiple technology domains
- Flexibility to accommodate client travel requirements
- Published Thought leadership Whitepapers, POVs
Additional Information:
QualificationBachelors degree in Engineering, Computer Science, Information Technology, or related field
MBA (preferred but not mandatory)9+ years of overall experience with 46+ years hands-on ServiceNow implementation experienceStrong experience in ITSM process design and platform configurationExposure to multiple ServiceNow modules such as ITSM (mandatory) and at least 2 of ITOM/SPM/HRSD/GRCServiceNow certifications such as CSA (mandatory) and CISITIL certification (v3/v4) preferred
Cloud Architecture certification (Azure or GCP or AWS)
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: ConsultingRole Category: Management ConsultingRole: Sr. ConsultantEmployement Type: Full timeContact Details:
Company: AccentureLocation(s): Bengaluru
Keyskills: itsm project management cloud migration predictive analytics ai user stories artificial intelligence microservices cloud architecture hybrid cloud ui service delivery gcp devops https aws soap architecture azure
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