Service Now Consultant



United States

Posted 16 days ago

Infosys is seeking a ServiceNow ITOM Lead Consultant. This role requires close partnership and collaboration with other Business Stakeholders and Subject Matter Experts. Essential Job Duties include working on complex ServiceNow ITSM deployments including Incident, Problem, Change, Service Catalogue, Knowledge modules and integrations aligned to Industry best practices and translating functional... & technical requirements into implementation work package. Should be able to interact with the different architecture, platforms, application, and infrastructure teams to understand and design the solution.

Required Qualifications:

  • Candidate must be located within commuting distance of Raleigh, NC, or be willing to relocate to the area. This position may require travel in the US

  • Bachelor’s degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education

  • At least 7 years of Information Technology experience

  • Minimum of 7 years of experience in implementing IT Service Management, ITIL processes and Enterprise Service Management

  • Focus on ITOM implementation project in both greenfield environment and/or involving transitioning from different tool.

  • Implement CMDB architecture including mid server implementation.

  • Develop the configuration management/ CMDB processes and policies.

  • Instrument the integration between various tools to CMDB.

  • Manage and monitor service management processes based on ITIL best practices.

  • Develop ITOM Process documents, SOPs, reporting standards, and reporting templates

  • Ensure defined processes are adhered to ensure efficiency and effectiveness of processes are maintained.

  • Define, measure, and monitor process KPIs focused on CMDB/configuration management, and a roadmap for process and tool implementation.

  • Propose and review process improvements and initiatives.

  • Work closely with ITSM tools team on process alignments by developing service catalogs focused on CMDB related workflows.

  • Interact cross functionally on matters that require coordination across organization and collaborates well with other groups, voluntarily shares information.

  • U.S. citizens and those authorized to work in the U.S. are encouraged to apply. We are unable to sponsor this time.

Preferred Qualifications:

  • Working knowledge of:

  • Implementation and service mapping.

  • Leading the client discussion focused on ITOM/CMDB.

  • ITOM licensing and can hold the discussion with clients.

  • CMDB specific process development in ServiceNow.

  • CSDM implementation and involved in client trainings.

  • ServiceNow and related tools.

  • Discovery/Cloud discovery.

  • ACC implementation.

  • ITIL Processes

  • Experienced in working with multi-vendor development environment, and working with ServiceNow platform for global customers

  • Excellent Communications and client interaction skills along with exceptional written and verbal skills as well as technical documentation

  • Extraordinary Planning, Project Management, Coordination, and Analytical skills

  • Hands-on experience in working in Global Delivery Model with onsite/offshore resources

  • Exceptional Organizational Skills

  • Ability to manage and prioritize tasks efficiently

  • Readiness to demonstrate a proactive attitude

  • Certified ServiceNow Implementation Specialist, ITIL, is a plus

The job entails sitting as well as working at a computer for extended periods of time. Should be able to communicate by telephone, email, or face to face.

About Us:

Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

Visit to see how Infosys (NYSE: INFY) can help your enterprise navigate your next.

Infosys is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, spouse of protected veteran, or disability

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