Sr Administrator (Support & Operations)

Job Summary

HCL  is a ServiceNow Elite partner and is looking for a new ServiceNow Business Analyst and Functional Consultant. The basic responsibilities of the role include analyzing business requirements through workflow analyses, translating business requirements into functional designs, evaluating feasibility with client's stakeholders, managing the development of the ServiceNow platform, serving as client's subject matter expert on the ServiceNow system, and managing the upgrades to the ServiceNow system. Additionally, capability to Design and deploy AI-enabled workflows across ITSM (Incident, Request, Change, Knowledge) and related modules. 

Key Responsibilities

•  4 to 6 years' experience as a business analyst or Functional Consultant
• Hands-on experience on the ITSM ServiceNow platform as Functional Consultant / Business Analyst
• Experience of Standardizing/Improvising ITIL® processes and functions’ implementations in large complex IT environments.
• Experience in working with various levels of IT Service management internally and Client organization and ability to meet client’s deadlines
• Hands-on experience on writing the process documents, process flows, User Stories and Functional Requirements Specification documents for ITIL Processes
• Experience in providing consulting support on Virtual Agent capabilities and

requirement gathering for Virtual Agent and designing the conversations

• Experienced in IT enablement of respective business function - Process Design, Process Implementation and Process Support
• Experience with Now Assist or Predictive Intelligence is highly prioritized
• Assess business requirements for ITSM to identify optimal Now Assist Gen AI solutioning skills.
• Design effective workflows and panels utilizing Now Assist Gen AI capabilities for enhanced user experience.
• Gen AI Use Case Mapping: Translating business requirements into high-impact AI use cases,
• ITIL Foundation certified
• Great analytical and communication skills

Skill Requirements

• Understanding the Customer requirements then apply industry best practices and detailed knowledge of ServiceNow to design an optimal solution that supports the business process that meets or exceeds Customer requirements.
• Works closely with the ServiceNow Architect to ensure the solution is technically feasible and to identify areas to reduce implementation efforts.
• AI Solution Strategy & Design: Translate business requirements into technical, AI-enabled workflow design
• Conversational AI Enhancement: Develop and refine Virtual Agent dialog flows using NLU (Natural Language Understanding)
• Performance Monitoring: Track AI effectiveness using KPIs (e.g., resolution time, deflection rate) and continuously optimizing model performance.
• Assists in quality management reviews and ensures that all business and design requirements are met.
• Plays an active role in configuring the solution and supporting the technical team for any custom development required.
• Leads internal development of business process story / requirement gathering.
• Prepare process documents, process flows, User Stories and Functional Requirements Specification documents for ITIL Processes
• Prepare and present Business Case / Solution design / functional requirements for IT Service Management Process Areas and Modules to customers
• Work with tool developers to explain the requirements and ensure that developments is according to specified functional requirements (Functional Lifecycle Testing)
• Process Training to Customer and vendor End users and support users

Other Requirements

• Experience and knowledge of Agile methodologies.
• ServiceNow Developer Certification
• ServiceNow Certified Implementation Specialist Certification
• ServiceNow Now Assist & GEN AI Certification
• Exposure to managing and implementing ITIL/ITSM processes
• Comprehensive understanding of Service Level Agreements and performance metrics
• Business Requirement to AI Mapping: Translating business problems into concrete AI use cases and functional requirements.
• Great written and verbal communications skills (including report writing)
• Great presentation preparation and display skills (from a business perspective)
• Knowledge of enterprise IT environments
• Experience of working in a fast moving and changing large enterprise IT environment
• Intermediate knowledge of business analysis, business management data systems, IT risk management, project management and technical problem resolution.