Sr Functional Consultant- ServiceNow

The Senior ServiceNow Business Process Consultant is responsible for leading the implementation, optimization, and advisory services for the ServiceNow platform, specifically focusing on the HAM, EAM and SecOps-SIR module. This role involves working closely with clients to align their business objectives with the capabilities of the platform. They must be able to describe the solution in a language that is understandable to all. They should be able to facilitate communication (bridge the gap) between process owners and the C-Suite.

Responsibilities

Business Analysis and Requirements

Discovery & Elicitation: Lead discovery workshops and interviews with business stakeholders to understand current-state processes, identify pain points, and define future-state requirements for ServiceNow implementation (e.g., ITSM, HAM, EAM, SecOps-SIR) processes.

Documentation: Document clear, concise, and verifiable business requirements, use cases, and process flows (current state and future state).

Gap Analysis: Perform gap analysis between client requirements and ServiceNow out-of-the-box capabilities, advising on process changes or necessary configurations/customizations.

Solution Design and Guidance

Functional Design: Design the functional aspects of the ServiceNow solution, including forms, fields, notifications, user experience, and process automation, ensuring alignment with defined business outcomes.

Best Practices Consulting: Act as a trusted advisor, guiding clients on ServiceNow best practices and how to leverage platform features to optimize processes (e.g., advising on ITIL compliance for ITSM projects).

Configuration Specification: Translate documented business requirements into technical user stories and detailed functional specifications, which serve as the blueprint for the Technical Consultant/Developer.

Stakeholder Management and Testing

Stakeholder Management: Facilitate communication between the business users, technical team, and project management, managing expectations and scope throughout the project lifecycle.

Testing & Validation: Develop and execute comprehensive test plans, including functional testing, process testing, and user acceptance testing (UAT) scripts, ensuring the implemented solution meets all stated business requirements.

Training and Adoption: Contribute to end-user training material, conduct training sessions, and assist with change management activities to ensure successful adoption of the new solution.

Requirements

Education: Graduated software engineer, electronic engineer, technician, technologist or related education certificate.

Experience: Minimum of 8+ years of experience as a Functional Consultant, Business Analyst, or Process Consultant, with at least 5 years focused specifically on the ServiceNow platform.

Process Knowledge: Deep knowledge and practical application of industry frameworks such as ITIL (Information Technology Infrastructure Library), e.g., Incident, Problem, Change, and Request Management processes.

Certification: Active ServiceNow Certified System Administrator (CSA) credential is required, along with a strong preference for relevant process certifications (e.g., ITIL Foundation).

Consulting Skills: Exceptional communication, presentation, and interpersonal skills, with a proven ability to run effective workshops and manage senior stakeholder expectations.

Core Modules: Demonstrated implementation experience in at least one major ServiceNow suite (e.g., ITSM, HAM, EAM, SecOps-SIR).

Data: Experience with CMDB, CSDM, and managing data through import sets and transform maps.

Preferred

Certifications: One or more Certified Implementation Specialist (CIS) certifications (e.g., CIS-ITSM, CIS-HRSD) and/or Certified Application Developer (CAD).

Domain Expertise: Experience in one specific ServiceNow domain beyond ITSM (e.g., ITSM, HAM, EAM, SecOps-SIR).

Agile Experience: Working knowledge of Agile methodology and experience writing requirements in the form of User Stories.

Integration: Experience with IntegrationHub and integrating ServiceNow with common enterprise systems (e.g., SAP, Azure, Active Directory, Teams, CoPilot, Snowflake, PowerBI).

Consulting Skills: Excellent written and verbal communication skills, with the ability to articulate technical concepts clearly to both technical and non-technical audiences.

Language: Fluent English & Dutch, and nice to have any other European language