Servicenow Functional Consultant

Role: Servicenow Functional Consultant

Location: Plano, TX / McLean, VA (5 days onsite per week)

Role Overview:

The Functional Consultant is a self-driven professional responsible for providing IT services portfolio and catalog functional design consulting using ITSM tools like ServiceNow. The role involves analyzing current services, offerings, processes, and workflows, as well as designing or redesigning services/offering aspects such as automation, integrations, costing/chargebacks, etc., to drive significant improvements in productivity, quality, and service delivery. The consultant will collaborate closely with business stakeholders and technical teams.

Key Responsibilities:

• End-to-end IT service portfolio and catalog design/redesign, including:
• Understanding current services, offerings, processes/workflows, integrations, fulfillment, and support.
• Planning for future services.
• Re-engineering services/offering workflows.
• Designing services, offerings, consumables, request forms, workflows, approvals, and fulfillment constructs.
• Automation design and integration.
• Functional design, user story creation, and wireframe development.
• KPI and reporting configuration.
• Building test scripts, functional testing, and pilot training.
• Developing training materials and conducting training sessions.
• Supporting organizational change management (OCM) and handovers to support teams.
• Implementing redesigned services using ITSM tools like ServiceNow.
• Identifying and driving automation opportunities.
• Collaborating with ServiceNow developers in Agile methodology to implement redesigned services.

Desired Skills:

• Expertise in ITIL /ITSM Functional Process Consulting or Process Management.
• ITIL Intermediate or Expert certification.
• ISO 20000 Auditor certification (preferred).
• Alignment with IT and respective technologies.
• Project management training (preferred).
• Strong customer service orientation.
• Passion for problem-solving, process design, and automation.
• Proficiency in MS Office applications, including Visio.
• Attention to detail and accuracy.
• Results-oriented and deadline-driven.
• Adaptability to diverse business environments and change management initiatives.

Essential Requirements:

• Education: BE/B.Tech (minimum); MBA (IT/Operations) preferred.
• 8 10 years of IT experience, with at least 5 7 years in ITIL process functional consulting or 6 8 years as an ITIL Process Owner/Manager.
• Hands-on experience with at least one Service Management tool (e.g., ServiceNow, BMC Remedy, HPSM). ServiceNow experience is preferred.
• Strong oral and written communication skills, including the ability to convey technical information in non-technical language.
• Proficiency in English communication (written and verbal), including business writing.
• Experience in performance data analysis of ITIL processes.
• ServiceNow certification (preferred but not mandatory).
• Product Owner training.
• Ability to work with all levels of stakeholders and internal resources.
• Strong organizational, delegation, and supervisory skills.
• Effective time management and ability to meet objectives.