Service Management Consultant/Lead (ServiceNow) - Bukit Batok

JD:

• To support this stage, the Service Management Consultant does the following:
• Conducts pre-workshop detailed review with the customer to validate understanding
• Provides guidance in advance of the kick-off regarding the baseline ServiceNow processes inscope
• Collaborates with the DXC Engagement Manager on workshop agenda(s)
• Attends the engagement kick-off meeting

• The Service Management Consultant does the following to support this stage:
• Leads the Product / Process Workshop(s) in defining to-be process(es)
• Identifies areas of process improvement and recommends solutions
• Recommends continuous improvement practices through process metrics and KPI's
• Tailors process guides for customers if in scope
• Coaches Customer Product / Process Owners through creating and managing the product backlog of stories

• To support this stage, the Service Management Consultant does the following:
• Advises the Product / Process Owner during ongoing story refinement and ranking to ensure alignment to business goals, value, and processes
• Jointly responsible with the customer for effective story, scenario, and UAT test creation
• Reviews configurations against story acceptance criteria to ensure quality and fit for purpose
• Assists the customer in using tools used to manage the engagement and Agile Scrum activities
• Actively participates in project and Agile Scrum meetings

• To support this stage, the Service Management Consultant does the following:
• Supports the defect and enhancement processes with the Product/Process Owner, including validation and prioritization of defects and enhancements
• Assists with UAT execution if appropriate
• Supports process walk-through for training development

• The Service Management Consultant continues to support the project as required.
• Ideally, the SMC participates in the close-out meeting with the customer at the end of the project as well as in the follow-up meeting with the customer about 45 days after go-live.

Main Skills/Profile:

• Service Now process Information (ITSM), IT Service Management
• More process, not develop or configure
• ITIL certification
• Strong communicator
• Face of the customer and to discuss and influence requirements
• Service now certification - ITSM certification
• Service desk background preferred , need to understand how the service desk works now and how it should in the future
• In-depth knowledge of ServiceNow as foundation.
• Should be well-versed in core ServiceNow modules (ITSM, ITOM, CSM) and their functionalities.
• Understanding of integrations with other systems is a plus.
• Familiarity with established ITSM frameworks like ITIL (v4/v3) is essential.
• Being able to translate these frameworks into practical ServiceNow configurations is key.
• A strong understanding of core IT service management processes like incident, problem, change, and service request management is crucial.

If you are interested in this role and would like to discuss the opportunity further please click apply now or email [email protected] at for more information.

Only shortlisted candidates will be responded to, therefore if you do not receive a reply within 14 days please accept this as notification that you have not been shortlisted.

Morgan McKinley Pte Ltd

Renee Feng

EAP Registration No: R23111942