Job Description :

We are looking for an experienced ServiceNow ITSM Functional Consultant to act as a critical link between the clients support and operations teams and the standard ServiceNow ITSM workflows. The consultant will assess and analyze existing internal (1P) ticketing systems and design transition strategies to migrate processes to ServiceNow modules such as Incident, Case, Change, and Knowledge with minimal customization. This role focuses on aligning business processes with ServiceNows out-of-the-box capabilities to ensure smooth adoption and operational efficiency.

Key Responsibilities :

- Analyze and map current support and operations workflows and associated data models; create documentation where necessary.

- Translate business and operational requirements into process designs compatible with ServiceNow ITSM modules.

- Design resolver flows, approval workflows, and support group hierarchies aligned with best practices and client needs.

- Lead functional workshops and discussions with stakeholders, support teams, and product owners to gather requirements and validate designs.

- Collaborate closely with client product managers and Business System Analysts (BSAs) to ensure the delivery of fit-for-purpose process designs.

- Document key decisions, process flows, and migration plans clearly and comprehensively.

- Conduct periodic knowledge transfer sessions and training for client teams to ensure smooth transition and adoption.

- Support migration planning efforts, focusing on legacy-to-SaaS transitions in large enterprise environments.

Required Experience and Skills :

- Minimum 7 years of experience in IT Service Management (ITSM) process consulting or functional roles.

- Deep expertise in ServiceNow ITSM modules: Incident, Change, Case, Software Asset Management (SAM), and Knowledge Management.

- Proven experience with large enterprise operations, particularly migration from legacy/internal systems to SaaS platforms like ServiceNow.

- Strong stakeholder engagement and workshop facilitation skills.

- Excellent documentation and communication skills, able to produce clear, structured process documentation and migration plans.

- Strong analytical skills with the ability to design processes that minimize customization while maximizing alignment with out-of-the-box ServiceNow capabilities.

- Ability to work collaboratively across technical and business teams.