Role : ServiceNow Functional Consultant/Process Consultant.

Role Summary :

We are seeking a ServiceNow Functional Consultant/Process Consultant to join our delivery team. Youll act as the functional and process authoritytranslating complex business processes into robust ServiceNow configurations and driving end-to-end solution adoption.

Key Responsibilities :

- Process Consulting & Design : Lead process definition, re-engineering, and gap analysis workshops to map As-Is/To-Be workflows using BPMN, flowcharts, and functional process guides.

- Functional Configuration : Translate business requirements into ServiceNow configuration specifications for ITSM, CSM, HRSD, and other modulesensuring solutions adhere to best-practice process frameworks.

- Requirement Elicitation : Facilitate requirement-gathering workshops and stakeholder interviews; document outcomes in Business Requirement Workbooks, Use Cases, and Fit-Gap Analyses.

- Solution Validation & Adoption : Define UAT strategies, acceptance criteria, and coordinate unit and user-acceptance testing, ensuring process owners approve and adopt the solution.

- Stakeholder Enablement : Act as the primary liaison to process owners and SMEsguiding them through configuration reviews, training, and change-management activities.

- Continuous Improvement : Stay abreast of new ServiceNow features and industry process trends; proactively recommend enhancements for continuous process optimization.

Candidate Profile :

- Experience : 6 to 15 years in a ServiceNow Functional Consultant role, with ?3 years dedicated to process consulting on the ServiceNow platform.

- Process Expertise : Demonstrated depth in process mapping, re-engineering, fit-gap analysis, and continuous service improvement across ITSM domains (Incident, Problem, Change, Knowledge, Request).

- Technical Fluency : Hands-on with ServiceNow module configuration (ITSM, CSM, HRSD, Service Catalog, CMDB/HAM, etc); able to draft and confirm functional design specifications.

- Client Engagement : Proven track record with international, enterprise-level clients, guiding workshops, sign-off sessions, and executive reviews.

- Communication Skills : Exceptional written and verbal English; skill in creating clear process documentation (BRD/FRD, process flows, user guides).

- Qualifications : Bachelors in IT/Business or related; ServiceNow Certified System Administrator (CSA) or equivalent strongly preferred.

Nice to Have :

- Advanced Certifications : CBAP, PMP, PRINCE2, ITIL v4, Lean Six Sigma.

- Integration Know-How : Experience with REST/SOAP API integrations and data migration strategies.

- Domain Specialization : Prior exposure to HR, Insurance, BFSI or Telco process frameworks.

- Reporting & Analytics : Familiarity with ServiceNow reporting or tools like Tableau/Power BI for process performance dashboards.