ServiceNow Consultant (Techno-Functional)

Role Overview

A ServiceNow Technical Functional Consultant acts as both a technical implementer and a business process advisor. You’ll design, configure, customize, integrate, and maintain ServiceNow modules, ensuring they align with client needs and best practices.

Key Responsibilities

• Requirement Gathering & Analysis
  Engage with stakeholders to collect and document functional and technical requirements. Translate these into user stories, acceptance criteria, and test plans.
• Solution Design & Configuration
  Configure ServiceNow modules (e.g., ITSM, HRSD, ITAM, GRC, Finance & Supply Chain) using out-of-the-box capabilities, forms, workflows, notifications, SLAs, catalog items, and dashboards.
• Workshops & Stakeholder Facilitation
  Lead design and process workshops to analyze current and future-state processes. Conduct gap analysis and recommend improvements. , ,
• Deployment & Support
  Assist with deployment, code migration, issue triage post-implementation, and ongoing support including enhancements and bug fixes. ,
• Documentation & Training
  Create business requirement documents, system design specs, user guides, and deliver training for system users and administrators. ,  
• Integration & Data Migration
  Plan and execute integrations with external systems (ERP, HRIS, CMDB), data extraction/migration, and maintain data integrity.  ,
• Governance & Best Practices
  Ensure solutions adhere to ServiceNow best practices focused on configuration over customization, platform standards, coding guidelines, and ITIL principles. 
• Client Relationship Management
  Serve as the key technical advisor, guiding clients to leverage standard capabilities, improve processes, and optimize ROI. Provide continuous feedback to product teams.

Required Skills & Qualifications

• ServiceNow Expertise
  Hands-on experience with multiple ServiceNow modules such as ITSM, HRSD, ITAM, GRC, and Finance & Supply Chain solutions.
  Certifications like CIS-Systems Administrator, Certified Implementation Specialist (ITSM, HRSD, ITAM, etc.). 
• Technical Proficiency
  Advanced knowledge of JavaScript, ServiceNow Scripting, APIs (REST/SOAP), UI Policies, and Integration techniques. 
• Functional & Analytical Acumen
  Strong understanding of business process mapping, workflow optimization, and ITIL. Excellent analytical and problem-solving capabilities. 
• Communication & Stakeholder Management
  Exceptional verbal and written communication skills to work with technical and business audiences; workshop facilitation experience. 
• Consultative & Client-Centric
  Experience in a client-facing consulting role, delivering guidance, training, and continuous value. CNX (client outcomes advisor). 
• Project Delivery & Methodologies
  Familiarity with Agile/Scrum SDLC. Capability to oversee development, testing, delivery pilots, and post-launch support. 
• Desired Additional Skills
  Knowledge of performance analytics, AI integration, and emerging ServiceNow features.  

Typical Qualifications & Experience

• Bachelor’s degree in computer science, Information Systems, Engineering, or related field.
• 9+ years in ServiceNow implementation and consulting roles
• Relevant ServiceNow certifications (CIS, Implementation Specialist).
• Proven track record in leading or contributing to full life-cycle ServiceNow projects.  

What You’ll Deliver

• Best-practice-driven, scalable ServiceNow solutions tailored to client needs
• High client satisfaction through effective collaboration, training, and support
• Reusable assets, documentation, and knowledge transfer for long-term value
• Continuous feedback loop to enhance both client outcomes and product evolution