ServiceNow Consultant

Core Responsibilities

1. Discovery & Requirements Elicitation

Facilitate and document Discovery workshops with Product Owners and SMEs.

Capture functional and non-functional requirements.

Map current-state processes and define future-state workflows.

Translate regulatory and risk management requirements into ServiceNow IRM constructs (risk statements, controls, policies, issues, attestations, etc.).

Identify data sources, integrations, and reporting needs.

Document assumptions, constraints, and dependencies.

2. Agile Backlog & User Story Development

Decompose requirements into refined epics and user stories.

Write detailed user stories with clear acceptance criteria (INVEST compliant).

Partner with Product Owners to prioritize backlog.

Maintain traceability between requirements, configuration, and test cases.

Participate in sprint planning, backlog grooming, and daily stand-ups.

Ensure stories are sufficiently detailed to enter development (Definition of Ready).

3. ServiceNow IRM Configuration Support

Configure or support configuration of:

IRM modules aligned to assigned domain (e.g., Risk, Policy & Compliance, Issues, Assessments).

Workflows, approvals, notifications.

Form layouts, related lists, UI policies.

Risk scoring models and control evaluation logic.

Validate configurations against requirements.

Support data migration mapping and validation activities.

Ensure alignment to platform governance and naming standards.

4. Testing Support (SIT & UAT)

Develop SIT test scenarios and detailed test scripts.

Execute SIT test cases and document defects.

Perform defect triage and collaborate with developers on resolution.

Support UAT planning and business readiness.

Assist business users during UAT execution.

Validate that acceptance criteria are met prior to story closure.

Ensure Definition of Done compliance.

5. Reporting & Analytics Support

Define KPIs and reporting requirements for assigned module.

Support dashboard and report validation.

Validate risk heatmaps, issue metrics, policy attestation tracking, etc.

Ensure data integrity and reconciliation.

6. Launch Readiness & Change Support

Contribute to training materials (process flows, job aids, FAQs).

Support creation of role-based user guides.

Participate in train-the-trainer sessions.

Assist with communications planning (feature releases, impacts).

Support go-live hypercare for assigned workstream.

7. Post-Implementation Support

Support defect resolution during stabilization period.

Gather enhancement requests and translate into backlog items.

Perform impact analysis for future releases.

Domain-Specific Emphasis by Junior Consultant Assignment

While core responsibilities remain consistent, each CTA will have additional domain focus:

Workstream

Additional Focus Areas

RCSA

Risk/control hierarchy, control testing cycles, inherent/residual risk scoring

Issue Management

Issue lifecycle, remediation workflows, root cause categorization

Effective Challenge

Review workflows, evidence management, challenge tracking

Compliance Risk Assessments

Regulatory mapping, obligation libraries, compliance scoring

Enterprise Risk ID & Assessment

Enterprise risk taxonomy, risk aggregation, cross-risk reporting

Policy Management

Policy lifecycle, attestations, exception management, document control

Required Skill Set (Junior Level)

Hands-on ServiceNow IRM configuration experience

Understanding of IRM data model (Risks, Controls, Issues, Policies, Assessments)

Experience in Agile/Scrum delivery model

Strong documentation and user story writing skills

Familiarity with risk management and compliance frameworks (e.g., COSO, SOX, ISO, regulatory risk)

Ability to translate business requirements into platform capabilities