ServiceNow Functional Consultant

Job Description

We are looking for a ServiceNow Functional Consultant to lead ITSM and CSM process design and translate business requirements into effective ServiceNow solutions. The role focuses on functional discovery, ITIL-aligned workflows, and close collaboration with technical teams to ensure successful implementations.

What We Need

• Lead ITSM & CSM process discovery workshops and assess current-state operations
• Design and optimize ServiceNow workflows aligned with ITIL best practices
• Translate business needs into functional specs, user stories, and acceptance criteria
• Act as a liaison between business stakeholders and delivery teams
• Define service models, catalog structures, SLAs, and user journeys
• Support UAT, go-live, training, and change management
• Drive continuous improvement and service optimization
• 5+ years in ITSM, CSM, or enterprise service operations
• Hands-on experience with ServiceNow ITSM / CSM implementations
• Strong ITIL knowledge; ServiceNow CIS (ITSM or CSM) preferred