Description : ServiceNow Business/Functional Consultant.

Job Summary :

The Senior ServiceNow Process / Functional Consultant is responsible for leading process design and functional solutioning on the ServiceNow platform.

This role partners with senior business stakeholders to define, optimize, and implement end-to-end processes aligned with ITIL and organizational goals, ensuring scalable and best-practice ServiceNow implementations.

Key Responsibilities :

Process & Functional Leadership :

- Lead end-to-end process design for ServiceNow implementations.

- Analyze current (as-is) and design future-state (to-be) processes.

- Drive process standardization and continuous improvement initiatives.

- Act as the functional authority for ServiceNow best practices.

Stakeholder & Requirement Management :

- Engage with senior stakeholders to gather and validate requirements.

- Facilitate workshops, process walkthroughs, and design sessions.

- Translate business requirements into functional specifications.

- Bridge communication between business, technical, and vendor teams.

ServiceNow Solution Design :

- Design and configure ServiceNow solutions with minimal customization.

- Provide functional guidance on ITSM, ITOM, HRSD, CSM, or SPM modules.

- Define catalog items, workflows, SLAs, approvals, and reporting.

- Ensure CMDB and data model alignment with process requirements.

Delivery & Governance :

- Lead functional testing, UAT support, and defect resolution.

- Ensure adherence to ServiceNow and ITIL best practices.

- Support platform upgrades, enhancements, and roadmap planning.

- Mentor junior consultants and review functional deliverables.

Required Skills & Qualifications :

- Strong expertise in ITIL-based process design.

- Deep functional knowledge of the ServiceNow platform.

- Proven experience leading ServiceNow implementations.

- Excellent documentation and process modeling skills.

- Strong stakeholder management and communication abilities.

ServiceNow Modules (one or more) :

- ITSM (Incident, Problem, Change, Request).

- CMDB & Asset Management.

- ITOM.

- HRSD.

- CSM.

- SPM / ITBM.

Preferred Qualifications :

- ServiceNow CIS certification(s).

- ITIL v4 certification.

- Experience in large enterprise or multi-vendor environments.

- Familiarity with Agile / SAFe delivery models.

- Basic understanding of ServiceNow scripting and integrations.

Experience :

- 6- 10+ years in Service Management / ServiceNow roles.

- 4+ years in a senior functional or process consultant role.

Education :

- Bachelors degree in IT, Engineering, or related field (preferred).

Soft Skills :

- Strategic thinking and problem-solving.

- Leadership and mentoring capability.

- Strong presentation and workshop facilitation skills.

- Customer-focused and outcome-driven mindset.