ITSM Functional Consultant

ROLE SUMMARY Hands-on functional consultant focused on discussing functional requirements with the customer, providing demo s on ITSM and relevant areas, translating business requirements into platform configurations and process designs across ServiceNow and Salesforce Service Cloud. Works with solution architects and delivery teams to define detailed functional specifications, run workshops, configure platform features, validate integrations at a functional level, and produce knowledge-transfer materials.

KEY RESPONSIBILITIES

Facilitate discovery and requirements workshops with business and IT stakeholders to capture functional needs and acceptance criteria.

Translate requirements into detailed functional designs, field mappings, process flows, user stories and test cases.

Configure ServiceNow ITSM modules (Incident, Problem, Change, Service Catalog, CMDB basics, Flow Designer) and Salesforce Service Cloud features (Case Management, Omni-Channel, Service Console, Flows, Lightning) per functional designs.

Define functional mapping and transformation rules for integrations between ServiceNow and Salesforce; produce integration specifications for middleware/engineering teams (not responsible for middleware implementation).

Support data migration efforts by specifying transform maps, data validation rules, and reconciliation logic; validate migration outputs.

Develop and execute functional test plans, UAT scripts and support business users during UAT; log and triage functional defects with technical teams.

Create user-facing documentation, runbooks, configuration guides and training materials; deliver functional training sessions to business users and support teams.

Advise on CMDB data model and ownership at a functional level; assist with discovery/normalization requirements and CI relationship definitions.

Work closely with architects, developers and integrators to clarify functional intent, review technical solutions and ensure designs meet business requirements.

Support go-live and hypercare activities from a functional standpoint (issue reproduction, functional fixes, configuration changes under direction of delivery lead).

Act as a subject-matter expert on platform capabilities and best-practice functional approaches; provide recommendations for configuration vs customisation trade-offs.

REQUIRED SKILLS & EXPERIENCE

5-10 years experience in ITSM transformation projects with hands-on functional work on ServiceNow and/or Salesforce Service Cloud.

Deep functional knowledge of ServiceNow ITSM modules and basic CMDB concepts; practical experience configuring Flow Designer, Service Catalog and Service Portal preferred.

Strong functional understanding of Salesforce Service Cloud (Cases, Omni-Channel, Service Console, Lightning Flows).

Experience creating detailed functional/field mappings and integration specifications for REST/SOAP-based synchronizations; familiarity with middleware concepts (MuleSoft/Boomi/Tibco) at a functional level.

Practical experience with data migration and reconciliation approaches; able to author transform maps and validation rules.

Scripting literacy to understand and review developer work: JavaScript (ServiceNow) and basic Apex/Lightning concepts.

ITIL Foundation certification required; ITIL Practitioner desirable.

Experience working in Agile teams (Scrum/SAFe) and using tools like Jira or Azure DevOps for story management.

Strong written and verbal English; comfortable presenting to senior business stakeholders.

Based in India with willingness to overlap hours with international stakeholders.

PREFERRED / NICE-TO-HAVE

ServiceNow Certified System Administrator and Implementation Specialist ITSM.

Salesforce Certified Administrator and Service Cloud Consultant.

Experience with ServiceNow ITOM/Discovery at a requirements/functional level.

Familiarity with monitoring/observability concepts (Splunk, New Relic) from a functional requirements perspective.

Experience with basic DevOps concepts for deployments (source control, change sets) from a release-support viewpoint.

TYPICAL DELIVERABLES

Functional requirement documents, user stories and acceptance criteria.

Detailed field mappings and transformation rules for ServiceNow Salesforce sync.

Functional design documents and process flow diagrams.

UAT scripts, test results and defect logs.

User guides, configuration runbooks and training decks.

Migration validation and reconciliation reports.

Hypercare functional support checklist and knowledge-transfer materials.

KPIs / SUCCESS METRICS

Accuracy and completeness of functional requirements and mappings (stakeholder sign-off).

UAT pass rate and number of functional defects raised in UAT vs. production.

Time to reproduce and detail functional issues during hypercare.

User adoption metrics and feedback from training sessions.

Timeliness of functional deliverables to the delivery schedule.