Senior ServiceNow Legal Service Delivery (LSD)

Title: Senior ServiceNow Legal Service Delivery (LSD) Consultant

Location: Remote

Duration: 6+ Months Contract to hire
Engagement Details:

• Contract: Six months, with potential extension
• Location: United States remote
• Seniority: Senior consultant/specialist

Position Overview:

We are seeking a Senior ServiceNow Legal Service Delivery Consultant to lead the implementation, optimization, and adoption of ServiceNow Legal Service Delivery.

The consultant will work with Legal Operations and Enterprise IT to modernize legal request intake, implement legal matter and practice-specific workflows, deploy Now Assist and Virtual Agent capabilities, build operational dashboards, integrate related enterprise applications, and train legal and technical teams.

Required Experience

• Eight or more years of ServiceNow implementation experience
• At least three years of direct ServiceNow Legal Service Delivery experience
• Experience architecting and configuring enterprise-scale ServiceNow solutions
• Strong Legal Operations knowledge, including:
• Legal request intake and routing
• Legal matter management
• Legal hold management
• Legal request lifecycle optimization
• CLOC-aligned processes
• Hands-on experience implementing Now Assist for LSD, generative AI, NLP, or AI-driven Virtual Agent topics
• ServiceNow Platform Analytics and Performance Analytics experience
• Experience building KPIs, SLA reports, capacity reporting, and executive dashboards
• Strong stakeholder management, training, documentation, and knowledge-transfer skills

Key Responsibilities

• Design and deploy legal request intake forms, service taxonomies, routing, and self-service experiences
• Configure Legal Request Management and Legal Matter Management
• Implement structured matter templates, tasks, SLAs, and security/privacy rules
• Configure ServiceNow Legal Practice Applications, including:
• Conflict of Interest
• Legal Content Review
• Legal Investigations
• Legal Hold and Digital Forensics
• Tailor the Legal Counsel Center workspace
• Identify high-value Legal Operations AI use cases
• Implement Now Assist for LSD, request summarization, conversational intake, and intelligent routing
• Create operational and executive KPI/SLA dashboards
• Integrate ServiceNow LSD with tools such as Ironclad, Slack, e-signature platforms, and AI applications
• Analyze current functionality against available and upcoming ServiceNow releases
• Develop a prioritized six-to-twelve-month feature-adoption roadmap
• Train Legal Operations personnel, legal fulfillers, and platform administrators
• Produce user guides, FAQs, tutorials, and technical knowledge-transfer materials
• Support production deployment, go-live, and hypercare

Preferred Certifications

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Application Developer (CAD)
• Certified Implementation Specialist Legal Service Delivery (CIS-LSD), strongly preferred

Candidate Submission Requirements

Please provide:

• Current resume
• Confirmation of total ServiceNow experience
• Confirmation of direct ServiceNow LSD experience
• Two to three recent LSD implementations personally led by the candidate
• Relevant ServiceNow certifications
• Current location and authorization to work in the United States
• Hourly bill rate
• Earliest available start date
• Confirmation of availability during standard US business hours