We are seeking an experienced ServiceNow Functional Consultant to deliver advisory, implementation, and optimization services across the ServiceNow platform. The ideal candidate will work closely with business stakeholders, process owners, solution architects, and technical teams to understand business and operational requirements and translate them into scalable, best-practice ServiceNow solutions.

The consultant will be responsible for leading end-to-end ServiceNow implementations, including requirements gathering, solution design, platform configuration, workflow automation, testing, deployment, user training, and post-production support. This role emphasizes maximizing the use of ServiceNow's out-of-the-box (OOTB) capabilities and platform configuration rather than custom development to improve business processes and operational efficiency.

The ideal candidate should possess strong functional expertise across multiple ServiceNow modules, experience in IT Service Management (ITSM) processes, excellent stakeholder management skills, and the ability to lead medium to high-complexity ServiceNow transformation projects.

Roles & Responsibilities :

- Collaborate with business stakeholders, process owners, and functional teams to understand business objectives, operational challenges, and ServiceNow platform requirements.

- Conduct discovery workshops, requirement gathering sessions, process assessments, and gap analysis to identify business needs and recommend ServiceNow-based solutions.

- Translate business requirements into functional specifications, solution designs, and implementation roadmaps aligned with ServiceNow best practices.

- Configure and implement ServiceNow applications using out-of-the-box (OOTB) capabilities while minimizing custom development and ensuring platform scalability.

- Design and configure ServiceNow workflows, forms, catalog items, business rules, approvals, notifications, dashboards, reports, and service catalogs to support business operations.

- Configure ServiceNow modules such as IT Service Management (ITSM), IT Operations Management (ITOM), IT Asset Management (ITAM), CMDB, Service Catalog, Knowledge Management, Change Management, Incident Management, Problem Management, Request Management, and other platform capabilities based on project requirements.

- Configure role-based access controls, user groups, notifications, SLAs, approval workflows, and business process automation within the ServiceNow platform.

- Design and optimize dashboards, KPIs, reports, and performance analytics to provide actionable business insights and improve operational visibility.

- Collaborate with technical teams to define integration requirements with third-party enterprise applications using REST APIs, SOAP Web Services, IntegrationHub, and MID Server where applicable.

- Validate solution configurations and participate in functional testing, system integration testing (SIT), user acceptance testing (UAT), and production readiness activities.

- Lead solution demonstrations, user training sessions, workshops, and knowledge transfer activities for business users and support teams.

- Support data migration, platform upgrades, release management, and enhancement activities while ensuring minimal business disruption.

- Provide post-implementation support by troubleshooting functional issues, recommending platform improvements, and implementing system enhancements.

- Ensure ServiceNow implementations comply with governance standards, organizational policies, security requirements, and industry best practices.

- Create and maintain comprehensive project documentation, including Functional Design Documents (FDD), Business Requirement Documents (BRD), Solution Design Documents (SDD), configuration guides, user manuals, training materials, and test scenarios.

- Work closely with project managers, architects, developers, QA teams, and business stakeholders throughout the project lifecycle to ensure successful project delivery.

- Stay updated with the latest ServiceNow releases, platform capabilities, new modules, and best practices to continuously improve customer solutions.

Mandatory Skill Sets :

Candidates must possess hands-on experience in the following technologies and competencies :

Primary Skills (Mandatory) :

- ServiceNow Platform

- ServiceNow Functional Consulting

- ServiceNow Configuration

- ServiceNow Implementation

- Business Process Analysis

- Requirement Gathering

- Workflow Configuration

- Service Catalog

- Forms Configuration

- Dashboards

- Reports

- Business Rules

- Notifications

- Approval Workflows

- Out-of-the-Box (OOTB) Configuration

- Stakeholder Management

- Functional Documentation

- User Acceptance Testing (UAT)

- Production Support

ServiceNow Modules (Mandatory) :

Strong functional knowledge of one or more of the following ServiceNow modules :

- IT Service Management (ITSM)

- Incident Management

- Problem Management

- Change Management

- Request Management

- Service Catalog

- Knowledge Management

- CMDB (Configuration Management Database)

- IT Asset Management (ITAM)

- IT Operations Management (ITOM)

- Service Portal (Preferred)

- HR Service Delivery (Preferred)

- Customer Service Management (CSM) (Preferred)

Technical & Functional Skills :

- Strong experience configuring ServiceNow applications using Out-of-the-Box (OOTB) capabilities.

- Experience configuring workflows, forms, service catalogs, SLAs, notifications, approval workflows, dashboards, reports, and performance analytics.

- Strong understanding of ITIL processes and ServiceNow implementation best practices.

- Experience translating business requirements into functional specifications and solution designs.

- Experience conducting workshops, business process mapping, gap analysis, and solution demonstrations.

- Experience configuring user roles, groups, access controls, and security policies.

- Experience working with REST APIs, SOAP Web Services, IntegrationHub, and MID Server from a functional perspective.

- Knowledge of ServiceNow upgrade planning, release management, and platform enhancements.

Implementation Experience :

- Experience leading end-to-end ServiceNow implementation projects.

- Experience participating in discovery, solution design, configuration, testing, deployment, hypercare, and post-production support.

- Experience supporting platform upgrades and enhancement initiatives.

- Experience validating configurations through Functional Testing, SIT, and UAT.

Documentation :

Experience preparing :

- Business Requirement Documents (BRD)

- Functional Requirement Specifications (FRS)

- Functional Design Documents (FDD)

- Solution Design Documents (SDD)

- User Guides

- Configuration Documentation

- Test Cases

- Training Documentation

Development Methodologies :

- Experience working in Agile/Scrum and Waterfall project environments.

- Good understanding of Software Development Life Cycle (SDLC).

- Familiarity with Jira, Azure DevOps, or ServiceNow Agile Development.

Preferred Skills :

- ServiceNow Certified System Administrator (CSA).

- ServiceNow Certified Implementation Specialist (CIS) in one or more modules such as ITSM, ITOM, ITAM, HRSD, or CSM.

- ITIL Foundation Certification.

- Experience with ServiceNow IntegrationHub and Flow Designer.

- Knowledge of Performance Analytics and ServiceNow Reporting.

- Exposure to ServiceNow App Engine.

- Basic understanding of JavaScript and ServiceNow scripting concepts (preferred but not mandatory for functional consultants).

- Experience in Banking, Healthcare, Telecom, Retail, Manufacturing, or Enterprise Digital Transformation projects.

Soft Skills :

- Excellent communication and stakeholder management skills.

- Strong analytical and problem-solving abilities.

- Excellent business process analysis and consulting skills.

- Ability to facilitate workshops and gather business requirements.

- Strong presentation, documentation, and client-facing communication skills.

- Ability to collaborate effectively with business users, developers, architects, QA teams, and project managers.

- Strong organizational skills with the ability to manage multiple implementation activities simultaneously.

Experience :

- 5+ years of experience in ServiceNow Functional Consulting or ServiceNow Implementation.

- Proven experience delivering medium to large-scale ServiceNow implementation and transformation projects.

Educational Qualification :

- Bachelor's degree in Computer Science, Information Technology, Engineering, Business Administration, or a related discipline.