Role Summary

The Functional Consultant will act as the bridge between business stakeholders and technical teams, ensuring solutions align with business objectives, regulatory obligations, and operational processes.

Experience

• Minimum 5+ years ServiceNow functional consulting experience
• Experience working in regulated European sectors
• Strong background in ITSM, ITIL, process transformation, and business analysis

Key Responsibilities

• Conduct workshops and requirements gathering sessions
• Define business processes and solution requirements
• Produce user stories, process maps, acceptance criteria, and functional specifications
• Support backlog refinement and prioritization
• Facilitate UAT planning and execution
• Ensure process designs align with regulatory and compliance requirements
• Support change management and stakeholder communications

Required Skills

• Business Analysis
• Process Design
• ITIL / ITSM
• User Story Development
• UAT Management
• Process Documentation

Preferred Certifications

• ServiceNow CIS (ITSM/CSM)
• ITIL v4
• CBAP or Agile BA Certification