Senior Functional Consultant - ServiceNow ITSM
Overview
We are seeking an experienced Senior Functional Consultant to play a key role in the configuration, optimization, and process design of ServiceNow ITSM modules, specifically focusing on Incident and Problem Management. This role requires a blend of technical functional expertise and strategic advisory skills to ensure the solution aligns with ITIL best practices and client business objectives.
Key Responsibilities
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ServiceNow Configuration: Lead the functional configuration, customization, and deployment of the ServiceNow Incident and Problem Management modules.
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Process Design Advisory: Advise clients on the optimal delivery approach and best-practice process design for Incident and Problem workflows.
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Requirements Translation: Gather, analyze, and translate business and IT requirements into technical functional specifications within ServiceNow.
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Optimization: Identify opportunities to optimize the configured ServiceNow modules to enhance user experience, efficiency, and data quality.
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Stakeholder Workshops: Conduct workshops and detailed design sessions with IT and business stakeholders to drive consensus and solution alignment.
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Testing & UAT Support: Support unit, integration, and User Acceptance Testing (UAT) activities, ensuring the configured solution meets all requirements.
Required Experience
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ServiceNow Expertise: Proven experience (typically 3+ years) configuring and delivering solutions within the ServiceNow platform, with a strong focus on Incident and Problem Management.
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Functional Consulting: Previous experience as a Functional Consultant, providing advice on implementation approach and process design.
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ITIL Knowledge: Strong understanding of the ITIL framework and how to implement best-practice processes within ServiceNow.
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Communication: Excellent written and verbal communication skills, with the ability to articulate complex technical solutions to non-technical stakeholders.
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Certifications: ServiceNow certifications (e.g., Certified System Administrator, Certified Implementation Specialist) are highly desirable.
