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
- 610+ 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
