ServiceNow Functional Consultant
Delivering scalable digital workflows and business process automation with ServiceNow Position Overview
We are seeking a ServiceNow Functional Consultant to support the design, configuration, and rollout of enterprise workflows using the ServiceNow platform. This role will focus on key ServiceNow modules including ITSM (IT Service Management), HRSD (Human Resources Service Delivery), ITAM (IT Asset Management), GRC (Governance, Risk, and Compliance), and Virtual Agent . You will collaborate with stakeholders to gather requirements, design user-centric solutions, and translate functional needs into optimized ServiceNow configurations. Key Responsibilities
Functional Design & Solutioning
- Engage with business and IT stakeholders to gather and document functional requirements for workflows and digital services.
- Design end-to-end solutions across ServiceNow modules such as ITSM (incident, problem, change), HRSD (case and lifecycle events), GRC (policy, risk, compliance), and ITAM (asset lifecycle).
- Configure forms, workflows, notifications, catalog items, SLAs, and dashboards without heavy reliance on custom code.
- Support the design and scripting of Virtual Agent conversations to deliver automated, AI-powered self-service.
- Identify opportunities to standardize and automate existing business processes using ServiceNows native capabilities.
- Work closely with developers, architects, and platform admins to translate business logic into ServiceNow configurations.
- Support platform upgrades and ensure alignment with latest ServiceNow best practices and features.
- Manage data flows, integrations (e.g., with HRIS, CMDB, ERP), and user access configurations for secure and seamless workflows.
- Develop user acceptance testing (UAT) scenarios and lead testing cycles to validate solutions with stakeholders.
- Create user guides, training materials, and conduct onboarding for business users and service desk agents.
- Collaborate with change management teams to ensure successful platform adoption.
- Assist with the implementation and configuration of risk and compliance modules, including control definitions, audit management, and policy frameworks.
- Support mapping of business services to risks, issues, and regulatory requirements using the GRC module.
Functional & Platform Skills
- 6+ years of experience as a functional consultant or business analyst working with ServiceNow
- Hands-on expertise with at least two of the following modules: ITSM, HRSD, ITAM, GRC, Virtual Agent
- Solid understanding of service management principles (ITIL), HR operations, or risk/compliance frameworks
- Experience configuring workflows, forms, reports, notifications, catalog items, and Virtual Agent topics in ServiceNow
- Strong stakeholder management and communication skills to bridge technical and non-technical teams
- Experience writing business requirements, user stories, test cases, and functional documentation
- Ability to facilitate workshops and process mapping sessions with cross-functional teams
- Analytical mindset with a focus on improving efficiency, user experience, and data quality
- Bachelors degree in Information Systems, Business, HR, or related field
- Certified in one or more ServiceNow modules (e.g., Certified System Administrator, ITSM/HRSD/GRC Implementation Specialist)
- Experience working in agile project environments or ITIL-aligned service organizations
- Familiarity with scripting concepts (e.g., Glide scripting) or REST API integration (basic level)
- Background in enterprise digital transformation, internal service automation, or shared service centers
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