ServiceNow Functional Consultant

Senior ServiceNow Process / Functional Consultant

Job Summary

The Senior ServiceNow Process / Functional Consultant is responsible for leading process design and functional solutioning on the ServiceNow platform. This role partners with senior business stakeholders to define, optimize, and implement end-to-end processes aligned with ITIL and organizational goals, ensuring scalable and best-practice ServiceNow implementations.

Key Responsibilities

Process & Functional Leadership

• Lead end-to-end process design for ServiceNow implementations
• Analyze current (“as-is”) and design future-state (“to-be”) processes
• Drive process standardization and continuous improvement initiatives
• Act as the functional authority for ServiceNow best practices

Stakeholder & Requirement Management

• Engage with senior stakeholders to gather and validate requirements
• Facilitate workshops, process walkthroughs, and design sessions
• Translate business requirements into functional specifications
• Bridge communication between business, technical, and vendor teams

ServiceNow Solution Design

• Design and configure ServiceNow solutions with minimal customization
• Provide functional guidance on ITSM, ITOM, HRSD, CSM, or SPM modules
• Define catalog items, workflows, SLAs, approvals, and reporting
• Ensure CMDB and data model alignment with process requirements

Delivery & Governance

• Lead functional testing, UAT support, and defect resolution
• Ensure adherence to ServiceNow and ITIL best practices
• Support platform upgrades, enhancements, and roadmap planning
• Mentor junior consultants and review functional deliverables

Required Skills & Qualifications

• Strong expertise in ITIL-based process design
• Deep functional knowledge of the ServiceNow platform
• Proven experience leading ServiceNow implementations
• Excellent documentation and process modeling skills
• Strong stakeholder management and communication abilities

ServiceNow Modules (one or more)

• ITSM (Incident, Problem, Change, Request)
• CMDB & Asset Management
• ITOM
• HRSD
• CSM
• SPM / ITBM

Preferred Qualifications

• ServiceNow CIS certification(s)
• ITIL v4 certification
• Experience in large enterprise or multi-vendor environments
• Familiarity with Agile / SAFe delivery models
• Basic understanding of ServiceNow scripting and integrations

Experience

• 6–10+ years in Service Management / ServiceNow roles
• 4+ years in a senior functional or process consultant role

Education

• Bachelor’s degree in IT, Engineering, or related field (preferred)

Soft Skills

• Strategic thinking and problem-solving
• Leadership and mentoring capability
• Strong presentation and workshop facilitation skills
• Customer-focused and outcome-driven mindset