Job Description & How to Apply Below
Technology Global Capability Center (GCC) – Hyderabad, India
Role Details
Position: Service Management Functional ITIL Consultant
Location:
Hyderabad, Telangana, India
Department: Global Technology Services (or relevant department)
Reports To:
Head of Infrastructure
1. Function Context
1.1 Positioning
Position: Service Management Functional ITIL Consultant
Supervisory Role: No
1.2 Purpose of the Role
Arcelor Mittal is seeking an experienced Functional ITIL Consultant with expertise in Service Now ITSM Pro to lead key initiatives related to onboarding new organizations and deploying service management projects.
The role focuses on integrating new business units into the ITSM framework by leveraging the advanced capabilities of Service Now ITSM Pro to enhance service delivery, automate processes, and improve user experience. This position requires strong project management skills, a deep understanding of ITIL-aligned processes, and the ability to translate business requirements into effective ITSM solutions using Service Now ITSM Pro.
2.
Key Responsibilities
Project Leadership
Lead projects to onboard new organizations or deploy ITSM initiatives using the Service Now ITSM Pro platform
Ensure alignment with business and IT strategies
Integration & Configuration
Manage integration and configuration of core ITSM processes within Service Now ITSM Pro, including:
Incident
Problem
Change
Request
CMDB
Stakeholder Collaboration
Collaborate with stakeholders to define requirements
Translate requirements into technical and process improvements
Change Management
Coordinate change management activities and organizational readiness
Manage communication, training, and adoption support
Service Performance & Improvement
Monitor service performance and usage through Service Now dashboards and reports
Drive continuous improvement based on service metrics
Process Documentation & Governance
Maintain process documentation, standard operating procedures, and governance frameworks
Support compliance and audit requirements
3. Competencies
3.1 Must-Have Behavioral Competencies
Stakeholder Orientation – Proficient
Results Orientation – Advanced
Courage to Challenge – Proficient
Inspire Trust – Proficient
Learning and Development – Proficient
Innovation – Advanced
Decision Making – Advanced
3.2 Nice-to-Have Behavioral Competencies
Change Management – Intermediate
4. Technical Competencies
Required Technical Competencies
Strong knowledge of the ITIL framework and ITSM best practices
Hands-on experience and deep understanding of configuring and managing Service Now ITSM Pro modules and features
Preferred Technical Competencies
ITIL v4 Foundation certification or higher
Experience with :
Service Now Virtual Agent
Predictive Intelligence
Flow Designer
Performance Analytics
5. Requirements
Education
Bachelor’s degree in IT, Business, or a related field
Experience
5+ years of experience in IT Service Management roles
At least 2 years of hands-on experience working extensively with Service Now ITSM Pro
Additional Requirements
Proven project management and stakeholder management skills
Excellent communication skills, with the ability to liaise between technical teams and business users
Experience in training, change management, and user adoption initiatives
Ability to work effectively in a multicultural and geographically dispersed environment
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