About this role
Role: ITIL Functional Consultant L3 Band: E 3.1 Experience: 7+ Years Position Overview Drive ITIL process standardization and innovation within large, complex IT ecosystems using HCL BigFix Service Management. This role is pivotal in enabling enterprise-wide ITSM transformation, leveraging automation, AI-driven insights, and industry best practices to deliver superior service experiences. Key Responsibilities ITIL Process Optimization: Design, standardize, and enhance ITIL processes across Incident, Problem, Change, Request, and Asset Management using HCL BigFix Service Management. ITSM Implementation: Implement end-to-end ITSM leveraging HCL BigFix Service Management and its AI-powered automation. Enterprise Integration: Responsible for integration design, including mapping of APIs, Entities, Fields, Transformation Customer Success: Responsible for customer adoption, organizational change management and ensuring high customer satisfaction. AI & Analytics Enablement: Implement CVA, Predictive Analytics, GenAI use cases across the ITIL processes. Essential Requirements Education: BE/B.Tech and MBA (IT/Operations) Experience: Minimum 5 7 years in ITSM functional consulting, with 2-4 years experience in Application Administration or System Administration Technical Expertise: Deep understanding of Enterprise IT tools landscape in various domains such Workplace, Datacenter, Network and Security. Hands-on experience with ITSM platforms (e.g., ServiceNow, BMC Remedy, or Equivalent) Hands-on experience with RESTful API and JSON for ITSM integrations Basic scripting in Javascript or Python Skills: Strong analytical, communication, and documentation skills. Excellent English proficiency (written & verbal). Customer-centric mindset with a focus on service excellence. Certifications: ITIL Expert/Intermediate/Foundation. Preferred: Exposure to AI-driven ITSM tools, automation frameworks, and any scripting language.