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ServiceNow Process and Functional Manager

Keywords / Skills : ServiceNow Process & Functional Manager

11 - 18 years
Posted: 2018-01-12

Job Description
Leverage your technology expertise with one of the world’s largest independent providers of technology services. At Accenture, we look for the best people and help them grow further. The scale of our capabilities and client engagements – and the unique way we innovate, operate and deliver value – will give you the opportunity to deepen your existing skills even as you help create the latest technology trends. You’ll benefit from our network of global communities and collaborative culture that will help you build technical, functional, and industry skills & capabilities.

If you are an innovator with a thirst for knowledge, creativity, and innovation, join the largest and most diversified group of technology, business process and outsourcing professionals in the world. You’ll be part of a dynamic team of collaborative experts who will learn from you and who you will learn from.

ServiceNow is a cloud-based workflow and automation system that can address a myriad of IT and mission needs and capabilities. ServiceNow is used to support functions that include Business Process Management, Case Management, Enterprise Service Management, and IT Operations and Support. Accenture’s ServiceNow offerings leverage this dynamic and powerful technology platform to provide value-added solutions to clients.

Role: ServiceNow Process and Functional Manager

As a process and functional manager, you will be part of our IT Service Excellence teams across the ASEAN region. You will be provided an opportunity to take on unique challenges, and collaborate with clients and internal project teams - from gathering business/functional requirements from different stakeholders, to applying strategic thinking to IT service management, to guiding the client on ITIL best practices and designing Service Management processes and functional design which are efficient, effective and economic.

Additionally, you will be responsible to ensure service transition activities are well-coordinated (including UAT / test efforts, training) while managing timelines and deployment to Business-As-Usual (BAU) environment.

Role Responsibilities:

• Act as the subject matter expert on IT Service Management processes to guide clients towards ITIL v3 constructs

• Drive client meetings to gather, articulate, and document business, functional requirements from stakeholders

• Design and document Service Management process designs based on business and functional requirements

• Ability to articulate functional and process designs to both project and client leadership

• Work with the technical specialists who will configure / customise solutions in alignment with the design

• Validate solution builds and prepare for test phases by creating test scripts that allow stakeholders to validate design.

• Act as the single point of contact for process / functional queries raised during the testing phase

• Provide inputs to other teams (data, change management teams) in creation of their deliverables

• Train stakeholders on new processes and coordinate test efforts to ensure processes are executed per design


• Bachelor’s degree and at least 12 years’ professional experience working in IT Service Management

• ITIL® V3 Foundation Certification

• ServiceNow expert qualifications, trainer would be a plus

• A minimum of two of the ITIL Immediate certifications:

• ITIL® Practitioner Certificate in IT Service Management

• ITIL® Intermediate Certificate in Operational Support and Analysis

• ITIL® Intermediate Certificate in Release, Control and Validation

• ITIL® Intermediate Certificate in Service Offerings and Agreements

• ITIL® Intermediate Certificate in Planning, Protection and Optimization

• ITIL® Intermediate Certificate in Service Strategy

• ITIL® Intermediate Certificate in Service Design

• ITIL® Intermediate Certificate in Service Transition

• ITIL® Intermediate Certificate in Service Operation

• ITIL® Intermediate Certificate in Continual Service Improvement

• ITIL® Managing Across the Lifecycle (MALC) (preferred)

• ITIL® Expert Certification (compulsory)

Other relevant work experience / requirements:

• An all-rounder who has the ability to set up and lead a ServiceNow practice

• Well-versed in architecting of ServiceNow work

• Familiarity, and demonstrable experience working with leading Service Management tools

• Advanced knowledge of Microsoft Office Suite (Word, PowerPoint, Excel), MS Visio, and MS Project

• Familiarity, and demonstrable experience working with leading Service Management tools

• Advanced knowledge of Microsoft Office Suite (Word, PowerPoint, Excel), MS Visio, and MS Project

• Demonstrable experience in working in a Services-based construct

• Demonstrable experience in leading client workshops around ITIL process and functional design

• Ability to articulate own point of view in a simple, clear manner to clients / leadership

• Excellent command of the English language and technical communication

• Client management skills in order to build and grow positive client relationships

• Ability to work independently and with a team

• Ability to plan and manage small to medium projects

• Problem solver – the ability to think of solutions and providing options of resolution when escalating to project / client leadership for final decisions

Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.

About Company

Accenture is a global management consulting, technology services and outsourcing company, with approximately 289,000 people serving clients in more than 120 countries. Combining unparalleled experience, comprehensive capabilities across all industries and business functions, and extensive research on the world’s most successful companies, Accenture collaborates with clients to help them become high-performance businesses and governments. The company generated net revenues of US$28.6 billion for the fiscal year ended Aug. 31, 2013. Its home page is

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