Servicenow Functional consultant / Business Process Consultant

Position: Servicenow Functional consultant
Location: *** REMOTE ***
Duration: 1 Years
Servicenow Functional consultant / Business Process Consultant
ServiceNow ITSM Functional Consultant - Any module is ok. Not only ITSM
Role Summary
We are seeking a ServiceNow ITSM Functional Consultant with strong expertise in IT Service Management processes, business analysis, process consulting, requirements gathering, and ServiceNow ITSM implementations. The consultant will work closely with business stakeholders to design, optimize, and implement ITSM processes aligned with ITIL best practices and organizational objectives.
Key Responsibilities
Conduct discovery workshops and stakeholder interviews to gather business requirements.
Lead ITSM process design and transformation initiatives covering:
Incident Management
Problem Management
Change Management
Request Management
Knowledge Management
Service Catalog
Major Incident Management
Perform current-state and future-state process assessments.
Translate business requirements into functional specifications and user stories.
Configure and validate ITSM process requirements with technical teams.
Lead fit-gap analysis and recommend ServiceNow best practices.
Support backlog prioritization, sprint planning, UAT, and deployment activities.
Design SLAs, KPIs, reporting, and operational governance frameworks.
Facilitate stakeholder sign-offs and business acceptance sessions.
Support organizational change management and adoption initiatives.
Advise clients on ITIL and ServiceNow leading practices.
Prepare functional design documents, process flows, workshop outputs, and solution recommendations.
Mandatory Skills
ServiceNow ITSM
ITIL Framework
Incident Management
Problem Management
Change Management
Request Management
Service Catalog
Knowledge Management
Requirements Gathering
Process Design
Business Analysis
Workshop Facilitation
User Story Creation
Agile Methodology
Preferred Certifications
Mandatory
ServiceNow Certified System Administrator (CSA)
ServiceNow Certified Implementation Specialist ITSM (CIS-ITSM)
Preferred
ITIL v4 Foundation / Managing Professional
Additional CIS certifications
Experience Requirements
5+ years of ServiceNow experience.
3+ years of ITSM implementation or consulting experience.
Experience leading ITSM workshops and process consulting engagements.
Experience in ServiceNow ITSM implementations and upgrades.
Strong stakeholder management and communication skills.
Experience working in Agile delivery environments.

Work arrangement
No