Functional ServiceNow Consultant || McLean, VA or Plano, TX || Fulltime || Onsite

Location - McLean, VA or Plano, TX
Type - Full time

Summary:
We are looking for a Functional ServiceNow Consultant with strong experience in ITSM processes, ITIL practices, and documentation. The role focuses on gathering requirements, designing ITSM workflows, and supporting functional configuration on the ServiceNow platform.

Key Responsibilities:

• Gather and document business requirements, user stories, and process flows.
• Work with stakeholders to design ITIL-aligned ITSM processes (Incident, Problem, Change, Request).
• Configure forms, SLAs, notifications, and Service Catalog items (functional).
• Coordinate with technical teams for development and testing activities.
• Prepare BRD/FRD, test cases, and support UAT and go-live activities.

Must-Have Skills:

• 3 7+ years of experience as a Functional Consultant / BA in ServiceNow.
• Strong knowledge of ITIL & ITSM modules.
• Excellent documentation, communication, and workshop facilitation skills.
• Experience in process mapping and functional configuration.

Good to Have:

• ITIL Foundation certification
• ServiceNow CSA / CIS-ITSM
• Experience with CMDB or Service Catalog enhancements