ITSM Functional Consultant

Company Overview

Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. Milestone is focused on building an employee-first, performance-based culture and for over 25 years, we have a demonstrated history of supporting category-defining enterprise clients that are growing ahead of the market. The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and ServiceNow. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential.
Our seasoned professionals deliver services based on Milestone’s best practices and service delivery framework. By leveraging our vast knowledge base to execute initiatives, we deliver both short-term and long-term value to our clients and apply continuous service improvement to deliver transformational benefits to IT. With Intelligent Automation, Milestone helps businesses further accelerate their IT transformation. The result is a sharper focus on business objectives and a dramatic improvement in employee productivity. Through our key technology partnerships and our people-first approach, Milestone continues to deliver industry-leading innovation to our clients. With more than 3,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed.

Job Overview

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.

Compensation

Estimated Pay Range:
Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location.

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