Service Design Consultant - CX Service Design-Consultant

Job Title - GN - SONG - Service - ServiceNow - Consultant

Management Level: 09/ Consultant

Location: Gurugram, Mumbai, Pune, Bengaluru, Hyderabad, Chennai

Must have skills: ServiceNow

Good to have skills: NA

Job Summary:
You will work closely with our clients as consulting professionals who design, build, and implement initiatives that can help enhance business performance.

Areas of Work: Business Analyst/Functional Consultant – ServiceNow

Roles & Responsibilities: As part of these, you will drive the following:

·       Management Consulting: Management consulting and business experience, with a strong focus on digital transformation, process re-engineering and service experience design.

·       Stakeholder Management: Generate and present reports, findings, and recommendations to stakeholders and senior management in a clear and understandable manner.

·       Requirements Gathering: Collaborate with stakeholders to understand their business needs and objectives. Elicit, document, and analyze business requirements and processes.

·       Process Mapping: Create detailed process maps and workflows to illustrate current and future state processes. Identify bottlenecks and areas for optimization. Prepare clear and concise documentation, including business requirements documents, use cases, and user stories.

·       Solution Design: Work with cross-functional teams to design and propose solutions, including software enhancements, process improvements, and organizational changes.

·       Process Optimization: Identify transformation opportunities in the existing processes and implement initiatives to address those opportunities to drive business outcomes.

·       Data Analysis: Analyze data and financial information to provide insights and recommendations for improving business performance.

·       Participate in pre-sales activities including response to RFPs, creating proofs of concept, creating effective presentations, demonstrating solutions during client orals, effort and cost estimation process, etc.

·       Participate in practice-specific initiatives including creating points of view, creating reusable assets on CRM/contact center space, performing analysis on industry research and market trends and bringing in innovative solutions, etc.

·       Continuous Improvement: Stay updated on industry trends, best practices, and emerging technologies to enhance your consulting skills and contribute to the growth of the firm.

Professional & Technical Skills:

·       Understanding of ServiceNow and ecosystem technology landscape

·       Experience with ServiceNow modules such as ITSM, ITOM, ITBM, and CSM.

·       Deep industry/domain knowledge (FS / PRD / CMT / RES / H&PS)

·       CRM knowledge / Salesforce / MS experience – good to have

·       ServiceNow Certified System Administrator (CSA) certification is preferred.

·       Ability to design Business case/Value case for solutions/assets in focus

·       Understanding of customer journey, touchpoints & channel strategy 

·       Excellent analytical and problem-solving skills, clarity of thought and structured thinking, ability to deal with ambiguity, and ability to drive business outcomes driven by data.

·       A general orientation towards leveraging complex technology capabilities to solving business and process/operational problems preferred.

·       Strong communication (verbal and written) and interpersonal skills.

·       Highly motivated and energetic with a strong sense of ownership of projects and their outcomes, and the ability to operate independently with minimal supervision.

·       Familiarity with, or prior experience in working with global companies is required, especially working with teams across geographies and time zones.

·       Ability to work in high-paced and complex projects and understand industry-specific customer service processes, operations, and functional needs.

·       Ability to articulate the business value of recommendations/plans/strategies.

·       Familiarity with project management methodologies (e.g., Agile, Waterfall).

Additional Information:

·       MBA from a tier 1 institute

·       6+ years of experience in Enterprise transformation platforms / CRM platforms / Digital transformation / Experience design / Business analysis including understanding of Marketing or Sales or Service as a function

·       Must have strong business & data analytics/excel skills and excellent communication and presentation skills.

·       Basic understanding of SQL, MS office and knowledge of visualization tools like Tableau & Power BI is preferred.

About Accenture:

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions — underpinned by the world’s largest delivery network — Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With 624,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at
About Our Company | Accenture

About Accenture Industries & Process:

Accenture I&P shapes our clients’ future, combining deep business insight with the understanding of how technology will impact industry and business models. Our focus on issues such as digital disruption, redefining competitiveness, operating and business models as well as the workforce of the future helps our clients find future value and growth in a digital world. Today, digital is changing the way organizations engage with their employees, business partners, customers, and communities. This is our unique differentiator. To bring this global perspective to our clients, Accenture Strategy's services include those provided by our Global Network – a distributed management consulting organization that provides management consulting and strategy expertise across the client lifecycle. Our Global Network teams complement our in-country teams to deliver cutting-edge expertise and measurable value to clients all around the world. For more information visit https://www.accenture.com/us-en/Careers/capability-network

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At the heart of every great change is a great human. If you have ideas, ingenuity and a passion for making a difference, come and be a part of our team.

Experience: Minimum 6+ years of experience is required

Educational Qualification: MBA/PGDM from tier 1 or 2

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us atwww.accenture.com

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