Sr Administrator (Support & Operations)

Job Summary

 Common Services- ServiceNow Functional Consultant L2 ServiceNow ITSM, Virtual Agent, Now Assist (Gen AI), Predictive Intelligence, NLU, ITIL Processes, User Stories, FRS

Key Responsibilities

Common Services- ServiceNow Functional Consultant L2 Key Responsibilities: Functional Solution Design: Serve as an integral part of the team responsible for solution design and review of all business process and system-level changes as part of continual service improvement. Process Alignment & Architecture: Provide design perspectives to process teams to maintain consistency, stability, and supportability of the solution while maintaining the organizational roadmap based on ServiceNow releases. Requirements Analysis & Story Definition: Lead internal development of business process story and requirement gathering; write process documents, process flows, User Stories, and Functional Requirements Specification (FRS) documents for ITIL processes. AI Solution Strategy & Design: Assess business requirements for ITSM to identify optimal Now Assist Gen AI capabilities; design technical, AI-enabled workflow designs and panels for high-impact use cases. Conversational AI Enhancement: Provide consulting support on Virtual Agent capabilities, conduct requirement gathering, and develop/refine Virtual Agent dialog flows using NLU (Natural Language Understanding). Cross-Functional Collaboration: Work closely with technical and developer teams to explain requirements, ensure technical feasibility, conduct Functional Lifecycle Testing, and reduce overall implementation efforts. Training & Performance Monitoring: Provide process training to customer and vendor end-users; track AI effectiveness using KPIs (resolution time, deflection rate) to continuously optimize model performance.

Skill Requirements

Technical: ServiceNow ITSM & ITIL: 3–5 years of experience on the ITSM ServiceNow platform as a Functional Consultant with deep knowledge of ITIL processes (Process Design, Implementation, and Support). Now Assist & Gen AI: Hands-on experience with Now Assist, Predictive Intelligence, or Generative AI use-case mapping to design and optimize intelligent workflows. Virtual Agent & NLU: Experience gathering requirements and designing conversational dialog flows for Virtual Agent utilizing Natural Language Understanding. Agile & Requirements Management: Demonstrated expertise in drafting User Stories, process flows, FRS documents, and managing developments across Agile and Waterfall methodologies. Non-Technical Great analytical and stakeholder communication skills across internal teams and client organizations. Proven leadership capability to guide large teams across functional and technical streams. Ability to present Business Cases, solution designs, and functional requirements to senior customer stakeholders. Good to Have Skills: In-depth understanding of enterprise AI adoption models and automation maturity frameworks. Experience managing and implementing ITIL/ITSM processes in fast-moving enterprise environments. Exposure to Service Level Agreements (SLAs), risk management, and performance metrics design. Soft Skills: Exceptional written and verbal communication skills (including report writing and presentation preparation). Strong consulting presence with the ability to translate complex business needs into simplified functional capabilities. Adaptable problem-solver comfortable working in large, fast-paced enterprise IT setups.

Other Requirements

Certifications: ServiceNow Certified System Administrator (CSA) / Certified Implementation Specialist (CIS) (Preferred), ServiceNow Now Assist & Gen AI Certification (Preferred), ITIL v3/v4 Foundation or Managing Professional (Highly Preferred) Overview Role – Common Services – ServiceNow Functional Consultant (L2) Experience Level – 3-5 Years Job Location – Bengaluru / Hyderabad Job Type – Full-Time Support type - 24x7 Operational Support & Project Engagements