ServiceNow Business Analyst

ServiceNow Business/Functional Consultant Job Summary The Senior ServiceNow Process / Functional Consultant is responsible for leading process design and functional solutioning on the ServiceNow platform. This role partners with senior business stakeholders to define, optimize, and implement end-to-end processes aligned with ITIL and organizational goals, ensuring scalable and best-practice ServiceNow implementations. Key Responsibilities Process & Functional Leadership Lead end-to-end process design for ServiceNow implementations Analyze current (“as-is”) and design future-state (“to-be”) processes Drive process standardization and continuous improvement initiatives Act as the functional authority for ServiceNow best practices Stakeholder & Requirement Management Engage with senior stakeholders to gather and validate requirements Facilitate workshops, process walkthroughs, and design sessions Translate business requirements into functional specifications Bridge communication between business, technical, and vendor teams ServiceNow Solution Design Design and configure ServiceNow solutions with minimal customization Provide functional guidance on ITSM, ITOM, HRSD, CSM, or SPM modules Define catalog items, workflows, SLAs, approvals, and reporting Ensure CMDB and data model alignment with process requirements Delivery & Governance Lead functional testing, UAT support, and defect resolution Ensure adherence to ServiceNow and ITIL best practices Support platform upgrades, enhancements, and roadmap planning Mentor junior consultants and review functional deliverables Required Skills & Qualifications Strong expertise in ITIL-based process design Deep functional knowledge of the ServiceNow platform Proven experience leading ServiceNow implementations Excellent documentation and process modeling skills Strong stakeholder management and communication abilities ServiceNow Modules (one or more) ITSM (Incident, Problem, Change, Request) CMDB & Asset Management ITOM HRSD CSM SPM / ITBM Preferred Qualifications ServiceNow CIS certification(s) ITIL v4 certification Experience in large enterprise or multi-vendor environments Familiarity with Agile / SAFe delivery models Basic understanding of ServiceNow scripting and integrations Experience 6–10+ years in Service Management / ServiceNow roles 4+ years in a senior functional or process consultant role Education Bachelor’s degree in IT, Engineering, or related field (preferred) Soft Skills Strategic thinking and problem-solving Leadership and mentoring capability Strong presentation and workshop facilitation skills Customer-focused and outcome-driven mindset