ServiceNow Consultant

Hybrid - 2 days a week onsite.

Address:

RMZ Ecoworld, Bhoganahalli Village, Bengaluru, Karnataka 560103

What youll be doing

• Process Excellence & Continuous Improvement
• Analyze existing workflows and identify opportunities to streamline operations, reduce cycle times, and improve service quality.
• Establish and promote standardized best practices, process governance, and cross-functional collaboration.
• Partner with functional teams (HR, Finance, IT, etc.) to develop and implement best-in-class processes and governance.
• ServiceNow Process Management & Automation
• System Configuration: Design, develop and configure ServiceNow HRSD to automate manual work and optimize workflows specifically for the Shared Services team
• Portal & AI Integration: Design and develop the self-service portal and lead the integration of AI-powered chatbots to facilitate case routing, knowledge retrieval and agent support
• Workflow Analytics: Analyze and build ServiceNow process workflows, dashboards, and performance analytics to track KPIs and improve service levels
• Ensure ServiceNow internal process documentation is up to date and aligned with business needs.

Technical Troubleshooting & Partnership

Issue Resolution & System Support: Troubleshoot complex issues reported by stakeholders and end-users to ensure seamless service delivery

TDI Collaboration on Enhancements:

Partner closely with TDI (Technology, Data & Information) team to identify, track and fix system bugs and technical blockers

End-to-End Rollout Management:

Support the rollout of new system enhancements by the leader User Acceptance Testing (UAT) and provide dedicated hypercare support to ensure stability post-launch

Stakeholder Collaboration & Change Management

• Engage with business stakeholders to define requirements for digital self-service capabilities and enhanced customer experiences.
• Drive adoption of new tools and processes through effective change management, training, and communication strategies.
• Act as a liaison between Shared Services, IT, and external vendors for ServiceNow and chatbot enhancements.

Governance, Compliance & Knowledge Management

• Ensure all process and service documentation is maintained and aligned with compliance requirements.
• Champion knowledge management by enabling content curation, lifecycle management, and chatbot integration for easy access to FAQs and SOPs.

Skills

What youll bring to the role

Experience:

• 4+ years of experience in Shared Services, Process Improvement, or Business Operations with at least 2 years in a leadership or senior specialist role. [or 4+ years with a Masters degree]

Technical Skills:

• Deep hands-on experience with ServiceNow (e.g., HRSD, ITSM) including portal design, workflow configuration and knowledge management.
• Demonstrated experience in designing AI-powered self-service portals and
• integrating chatbots (e.g., ServiceNow Virtual Agent, or third-party tools).
• Familiarity with natural language processing (NLP) concepts and chatbot training methodologies.
• Proficiency in data visualization and reporting tools such as ServiceNow Performance Analytics.