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Title:  IT Service Management - Senior Consultant


Navi Mumbai, IN

Date:  May 1, 2022


Chain IQ is an independent, global service company providing strategic, tactical and operational procurement for its clients. Chain IQ operates from its main centers – Zurich (headquarters), New York, London, Singapore, Mumbai and Bucharest – and is currently servicing more than 20 countries (including Germany, China, Hong Kong, Japan and Australia).

Chain IQ is growing! In order to provide our clients continuously with an excellent service, we want to further strengthen our team and are therefore looking for you!



As IT Service Management - Sr. Consultant, you will be an individual contributor and responsible for the lifecycle management of a global portfolio of cloud based and on-premises applications with key focus on supporting ServiceNow Application along with customer facing supply chain, procurement, and sourcing applications. This role mandatorily requires ServiceNow Administration expertise and only profiles with ServiceNow hand’s on experience and low-code application development experience should apply.


  • As a ServiceNow Administrator you will provide general administration and management of ServiceNow application with a strong technical orientation; be a creative problem solver; be motivated to advance in the field. An ability to understand business process issues and communicate technical solutions for both internal and external client.
  • Become an expert in our “procure-to-pay” (P2P) and “source-to-pay” (S2P) system environment, oversee administration and low/no-code application development while maintaining a system of quality and reliability testing for the organizations products and/or development processes.
  • Managing project life cycle and system implementations for onboarding new solutions and Clients.
  • Work closely with Development and Operations teams, and under the direction of the Head of IT Service Management, will ensure technology services are delivered at levels appropriate for the business and process owners. These services include, but are not limited to, Configuration and of P2P, S2C platform, escalation point for Operational Support, oversee the Service Level Management of assigned applications, manage release planning, capacity management, and working with the other IT service towers on continual service improvements.
  • The role will require hands-on functional and technical experience on ServiceNow and knowledge of P2P and S2C applications as well as leadership on application roadmaps, implementation projects, on-going system enhancements, and at times collaboration across multiple ITIL processes including Incident and Problem Management and Change Management planning and delivery.


Tasks and Responsibilities:        

  • Collaborate with business, IT developers and process owners to identify and maintain service activities necessary to effectively deliver, manage and enhance services to meet business needs
  • Development and production support for the ServiceNow application through troubleshooting, problem analysis and determining resolution to correct issues and maintain the health and stability of ServiceNow applications.
  • Ensure applications are ready to support new or existing processes and service levels with oversight of Change, Release and Testing and Capacity management
  • Gain expert level experience on ServiceNow, P2P & S2C applications assigned including design concepts, configuration for changes, development, and functionality
  • Establish relationships and work closely with application vendors to ensure successful delivery of all IT Service Management functions
  • Work closely with business and process owner to develop realistic and robust planning to reduce risk when introducing changes to platforms, and effectively manage service delivery expectations
  • Understand and communicate business priorities to ensure appropriate resources are allocated to projects requiring the most critical deliverables to the business user community
  • Escalation point for technology and service delivery staff on respective applications within one’s service portfolio
  • Be seen an expert on the applications within one’s portfolio



  • Minimum of Bachelor’s Degree or equivalent in relevant field of study
  • At least eight years of progressive experience delivering complex IT services to business and/or process owners
  • Experienced in ServiceNow CSM and ITSM to provide administration, application development, maintenance, and technical support by using good practice web programming techniques to configure robust solutions to the client utilizing the ServiceNow platform
  • Must have experience creating ServiceNow update sets, promoting, and testing through multiple instances and into production.
  • Experience with JavaScript, XML, HTML, CSS, and web service integrations
  • A strong understanding of business processes supported by IT services and applications, with experience in one or more areas, including P2P, e-sourcing, contract lifecycle management, BPO and Data analytics.
  • Must be able to excellently communicate in English (written & verbal), proactive and responsible way of working with high degree of quality awareness
  • The ability to collaborate with business community users to understand and deliver to their expectations by balancing IT capacity, risk, and service levels to avoid unwanted outcomes
  • Bringing to each new problem the necessary critical thinking skills required to collect, analyze, and process the information and data to recommend effective solutions
  • The ability to think holistically across the IT landscape and understand the flow of work and impact of your role at each stage of the IT Service Management lifecycle
  • Prior IT Application Service Management experience is a must.
  • ITIL foundation certification is a must
  • ServiceNow Certified System Administrator certification is a must


Did we pique your interest? We would be pleased to receive your full online application via the "Apply now" button. 

Information for employment agencies: We only accept direct applications.

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