Service management Functional ITIL Consultant

Service Management Functional ITIL Consultant

Technology Global Capability Center (GCC) Hyderabad, India

Role Details

• Position: Service Management Functional ITIL Consultant
• Location: Hyderabad, Telangana, India
• Department: Global Technology Services (or relevant department)
• Reports To: Head of Infrastructure

1. Function Context

1.1 Positioning

• Position: Service Management Functional ITIL Consultant
• Supervisory Role: No

1.2 Purpose of the Role

ArcelorMittal is seeking an experienced Functional ITIL Consultant with expertise in ServiceNow ITSM Pro to lead key initiatives related to onboarding new organizations and deploying service management projects.

The role focuses on integrating new business units into the ITSM framework by leveraging the advanced capabilities of ServiceNow ITSM Pro to enhance service delivery, automate processes, and improve user experience. This position requires strong project management skills, a deep understanding of ITIL-aligned processes, and the ability to translate business requirements into effective ITSM solutions using ServiceNow ITSM Pro.

2. Key Responsibilities

Project Leadership

• Lead projects to onboard new organizations or deploy ITSM initiatives using the ServiceNow ITSM Pro platform
• Ensure alignment with business and IT strategies

Integration & Configuration

• Manage integration and configuration of core ITSM processes within ServiceNow ITSM Pro, including:
• Incident
• Problem
• Change
• Request
• CMDB

Stakeholder Collaboration

• Collaborate with stakeholders to define requirements
• Translate requirements into technical and process improvements

Change Management

• Coordinate change management activities and organizational readiness
• Manage communication, training, and adoption support

Service Performance & Improvement

• Monitor service performance and usage through ServiceNow dashboards and reports
• Drive continuous improvement based on service metrics

Process Documentation & Governance

• Maintain process documentation, standard operating procedures, and governance frameworks
• Support compliance and audit requirements

3. Competencies

3.1 Must-Have Behavioral Competencies

• Stakeholder Orientation Proficient
• Results Orientation Advanced
• Courage to Challenge Proficient
• Inspire Trust Proficient
• Learning and Development Proficient
• Innovation Advanced
• Decision Making Advanced

3.2 Nice-to-Have Behavioral Competencies

• Change Management Intermediate

4. Technical Competencies

Required Technical Competencies

• Strong knowledge of the ITIL framework and ITSM best practices
• Hands-on experience and deep understanding of configuring and managing ServiceNow ITSM Pro modules and features

Preferred Technical Competencies

• ITIL v4 Foundation certification or higher
• Experience with:
• ServiceNow Virtual Agent
• Predictive Intelligence
• Flow Designer
• Performance Analytics

5. Requirements

Education

• Bachelors degree in IT, Business, or a related field

Experience

• 5+ years of experience in IT Service Management roles
• At least 2 years of hands-on experience working extensively with ServiceNow ITSM Pro

Additional Requirements

• Proven project management and stakeholder management skills
• Excellent communication skills, with the ability to liaise between technical teams and business users
• Experience in training, change management, and user adoption initiatives
• Ability to work effectively in a multicultural and geographically dispersed environment