Senior Technical Consultant_Incident management, change management

Key Responsibilities

• Lead full-lifecycle ServiceNow implementations from discovery through go-live and post-implementation support.
• Own delivery outcomes, quality standards, timeline adherence, and budget management with full accountability.
• Make independent technical and architectural decisions aligned with client requirements and best practices.
• Execute technical delivery across multiple ServiceNow modules (incident management, change management, CMDB, ITSM, ITOM, custom development, integrations, or other platforms as required).
• Serve as primary client-facing delivery lead; manage expectations, communicate progress, and resolve issues transparently.
• Conduct requirements analysis, design reviews, and technical workshops directly with client stakeholders.
• Build and maintain client relationships; demonstrate commercial acumen and business-focused thinking.
• Design and implement ServiceNow solutions using best practices and platform capabilities.
• Perform hands-on configuration, customization, and development as needed to ensure quality outcomes.
• Ensure code quality, adherence to standards, and comprehensive testing throughout implementation.
• Drive process optimization and value realization for the client.
• Lead and mentor consulting team members; provide technical guidance and capability building.
• Conduct knowledge transfer and ensure team development aligned with delivery outcomes.

Required Qualifications

• 8+ years of professional experience in IT service management, ServiceNow implementations, or related enterprise software delivery.
• 5+ years of hands-on ServiceNow configuration, development, and customization across multiple modules.
• Proven track record leading complete implementations independently from scoping through go-live.
• Strong technical foundation in ServiceNow architecture, workflows, business rules, scripting (JavaScript/GlideScript), and integrations.
• Direct experience managing client relationships, conducting workshops, and communicating technical concepts to non-technical stakeholders.
• Demonstrated commercial awareness: ability to scope work, manage timelines and budgets, and identify upsell opportunities.
• ServiceNow platform certifications (System Administrator, Application Developer, or higher) strongly preferred.

Core Competencies

• Deep ServiceNow platform knowledge; ability to architect and build complex solutions with minimal guidance.
• Database design, systems integration, API development, and troubleshooting complex technical issues.

Technical Expertise Communication Stakeholder Management

• Excellent written and verbal communication in English; ability to communicate clearly with executives, technical teams, and end-users.
• Stakeholder management: building trust, managing expectations, and resolving conflicts professionally.
• Presentation and facilitation skills; comfort leading technical and business discussions.

Problem-Solving Delivery

• Strong analytical and problem-solving capability; ability to work through ambiguous requirements.
• Project leadership: disciplined approach to planning, risk management, and delivery accountability.
• Quality focus: attention to detail, testing rigor, and commitment to best practices.

Leadership Mentoring

• Team leadership: ability to motivate, develop, and hold team members accountable.
• Mentoring mindset; commitment to developing capability in others.

Preferred Qualifications

• Experience with multiple ServiceNow modules (ITSM, ITOM, HR, Procurement, Governance).
• Background in offshore delivery or distributed team leadership.
• Experience with implementation methodology frameworks (Agile, Waterfall, Hybrid).
• Track record in capturing and delivering commercial value; experience in presales or opportunity scoping.
• Background in ITSM or IT governance; ITIL certification a plus.

Location - Pune,Noida,Chennai,Hyderabad,Bengaluru