HCLSoftware
Website:
hcl-software.com
Job details:
Exp: 6+years
Location: Noida
Send resumes to: mounika-d@hcl-software.com with below details:
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Exp:
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As an ITSM Functional Consultant, you will be the bridge between complex business
requirements and technical execution. You will lead the design and implementation of
high-level integration scenarios, specifically focusing on eBonding and the HCL ITSM
ecosystem. Your role is pivotal in driving the full project lifecycle, from initial scoping
and Proof of Concept to final production deployment and hypercare.
Key Responsibilities
1. Solution Design & Integration
- Define High-Level Design (HLD): Document and explain integration approaches
and scenarios.
- Lead POCs: Spearhead the design and development of Proof of Concepts for
both ITSM and non-ITSM tool integrations.
- eBonding Expertise: Configure and develop connectivity solutions between the
external (ITSM or Non-ITSM) System and HCL IT Service Management tool.
- Scalability: Create standardized documentation from new integrations to be
leveraged by other Functional Consultants in future projects.
2. Project Lifecycle & Implementation
- End-to-End Delivery: Drive technical onboarding projects in close collaboration
with Project Managers & other Technical team / Consultants.
- Stakeholder Engagement: Actively participate in implementation discussions
with internal/external stakeholders and executive management.
- Requirements Management: Gather and manage functional requirements for
implementing the requested functionalities.
- Validation: Assess project scope and commercial feasibility before project
initiation.
- Testing & Deployment: Lead System Integration Testing (SIT) and User
Acceptance Testing (UAT).
- Hypercare: Provide dedicated operational support during the transition phase
before handing over to the SX Operations team.3. Technical Support & Pre-sales Solutioning
- Expert Support: Serve as the escalation point for Operations team for expert-level
technical issues related to HCL IT Service Management Capabilities.
- Pre- Sales solutioning: Provide deep-dive expertise for HCL IT Service Manager
toolset during the Presales discussions and provide the appropriate solutions to the
client requirements.
4. Knowledge Management
- Documentation: Maintain a comprehensive library of integration guides and
technical workflows.
- Enablement: Publish insights to the public knowledge base and conduct training
sessions for internal teams.
Qualifications & Skills
- Education: Bachelors or Engineering degree in Computer Science, Information
Technology, or a related field.
- ITIL Certification: ITIL v4 Foundation & Intermediate required (Expert level
certification is a significant plus).
- Tooling Experience: Proven experience managing ITSM tools and operations
(e.g., ServiceNow, Remedy, Cherwell, JIRA etc.).
- Certification in administration for any major ITSM tool is preferred.
- Total Experience: Minimum 10 Years, Relevant Experience: minimum 3-4
Years
- Process Mastery: Strong understanding of Incident, Problem, Change, Service
Request, CMDB, SAM, HAM, and Knowledge Management processes.
- Reporting: Proficiency in reporting tools such as Excel, Power BI, or native ITSM
Reporting.
Click on Apply to know more.