ServiceNow ITSM Functional Consultant

ROLE: ServiceNow Functional consultant/BPC- ITSM/CMDB 

Location: USA remote

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.