ServiceNow Functional Consultant

About the role

The ServiceNow Functional Consultant will partner with business stakeholders to design, configure, and optimize ServiceNow ITSM solutions that align with ITIL best practices. This contract position is fully remote and requires a proven track record of translating business needs into effective platform functionality.

Key responsibilities

• Lead requirements gathering workshops and translate business needs into detailed functional specifications.

• Design, configure, and test ServiceNow modules for Incident, Problem, Change, and Request Management.

• Develop and maintain process maps, workflow designs, and integration specifications.

• Collaborate with developers and administrators to ensure solutions meet performance and security standards.

• Provide functional expertise during UAT, user training, and post‑implementation support.

• Continuously assess and improve existing ServiceNow processes to increase efficiency and compliance.

Required qualifications

• 5–20 years of experience implementing ServiceNow ITSM (Incident, Change, Problem, Request) in enterprise environments.

• Strong background in business analysis, process mapping, and requirements documentation.

• Deep understanding of ITIL frameworks and ability to align solutions with ITIL processes.

• Proven skill in designing and configuring ServiceNow workflows, business rules, and UI policies.

• Excellent communication and stakeholder‑management abilities, both written and verbal.

• Experience delivering services in a contract or consulting capacity.

Nice to have

• ServiceNow Certified System Administrator and/or Certified Implementation Specialist certifications.

• Exposure to other ServiceNow applications (e.g., HRSD, CSM, GRC).

• Experience with Agile delivery methodologies and DevOps integration.

• Background in scripting languages (JavaScript, PowerShell) for customizations.