Senior ServiceNow Functional / ITSM Process Consultant

Capital Numbers; Abu Dhabi; On-site; AED 300,000 - 520,000; Full time

Job summary

Capital Numbers in the UAE seeks an experienced Senior ServiceNow Functional / ITSM Process Consultant to lead a strategic review and optimization of enterprise ServiceNow workflows on-site in Dubai. The role bridges executive stakeholders and the central ServiceNow team, focusing on functional analyses, FRDs, and adoption strategies.

You will redesign the Service Catalog, define KPIs, govern data with CMDB insights, and present dashboards for ITIL users.

Qualifications

• 7+ years in dedicated ServiceNow functional consulting and business analysis.
• Strong ITIL v4 knowledge across ITSM modules.
• Experience facilitating stakeholder workshops and writing FRDs.
• Experience auditing and modernizing complex Service Catalogs.

Responsibilities

• Process Assessment & Re-Engineering across Incident, Request, Change, Problem, Service Catalog, CMDB, and Asset Management.
• Service Catalog Revamp: redesign the catalog into an intuitive portal with ITIL v4 best practices.
• Stakeholder Workshops & Elicitation: run workshops to capture requirements and translate to FRDs/User Stories.
• Dev Team Alignment: hand off functional specs to central ServiceNow development team.
• CMDB & Data Governance: define governance for data health and CI lifecycle accuracy.
• Dashboards & KPI Metrics: define metrics and specifications for executive dashboards and SLA scorecards.
• Change Management & User Adoption: craft training collateral and enablement sessions.

Skills

ServiceNow

ITIL v4

Stakeholder facilitation

Process redesign

FRD writing

User adoption

On-site delivery

Tools

ServiceNow ITSM

Job description

About the Role

We are seeking an experienced, high-caliber Senior ServiceNow Functional / ITSM Process Consultant to lead a strategic review, redesign, and optimization of enterprise ServiceNow workflows on-site in Dubai.

In this role, you will serve as the bridge between executive business stakeholders and our client's central ServiceNow development team. Your focus will be entirely functional: conducting FIT-GAP analyses, facilitating process-reengineering workshops, redesigning the Service Catalog, defining key operational KPIs, and driving user adoption across core modules.This is a pure functional and process consulting engagement. Central technical development, platform configuration, and custom coding will be executed by a dedicated central engineering team.

Key Responsibilities

• Process Assessment & Re-Engineering: Conduct end-to-end process evaluations across Incident, Request, Change, Problem, Service Catalog, CMDB, and Asset Management to identify gaps, bottlenecks, and optimization opportunities.
• Service Catalog Revamp: Redesign and simplify the Service Catalog structure into an intuitive, user-friendly portal aligned with ITIL v4 best practices, clear SLAs, and streamlined request flows.
• Stakeholder Workshops & Elicitation: Facilitate interactive workshops with key business leaders, IT service owners, and end-users to capture requirements and translate complex business needs into clear Functional Requirement Documents (FRDs) and User Stories.
• Dev Team Alignment: Guide, advise, and hand off detailed functional specifications to the central ServiceNow development team, ensuring technical builds align precisely with business objectives.
• CMDB & Data Governance: Evaluate CMDB and Asset Management data structures, defining governance policies to improve overall data health, dependency mapping, and CI lifecycle accuracy.
• Dashboards & KPI Metrics: Define operational metrics and construct functional specifications for executive-level dashboards and SLA tracking scorecards for ITIL users.
• Change Management & User Adoption: Develop end-user adoption strategies, craft training collateral, and lead enablement sessions/workshops to drive platform uptake and reduce support ticket overhead.

Required Skills & Qualifications

• Experience: 7+ years of dedicated ServiceNow functional consulting, process design, and business analysis experience within global or regional enterprise environments.
• ITIL Mastery: Strong practical knowledge of ITIL v4 best practices across core ITSM modules (Incident, Problem, Change, Request, Knowledge, CMDB, and Asset Management).
• Consulting Capabilities: Proven expertise in facilitating stakeholder workshops, conducting FIT-GAP analyses, mapping business process flows, and writing developer-ready FRDs.
• Service Catalog Expertise: Direct experience auditing, restructuring, and modernizing complex enterprise Service Catalogs.
• Communication & Change Management: Exceptional facilitation, executive presentation, and stakeholder management skills with a strong record of driving user adoption campaigns.
• Location & Mobility: Currently based in the UAE (Dubai / Abu Dhabi) with the ability to work 100% on-site at the Dubai office.

Preferred Qualifications

• Certifications: ITIL v4 Foundation (or higher) is strongly preferred. ServiceNow CSA or Certified Implementation Specialist (CIS-ITSM) certifications are a distinct advantage.
• Delivery Frameworks: Hands-on experience working in Agile/Scrum delivery environments (PMP or CSM certifications are a plus).

Work Permit Details : Active UAE Freelance Permit & Visa:

Holds a valid UAE Freelance Permit/License (e.g., GoFreelance/TECOM, DAFZA, RAKEZ, MOHRE) along with self-sponsored residency or Green Visa authorization.

Family/Spouse Visa with Freelance Permit:

Holds UAE residence under dependent/spouse sponsorship along with an active independent Freelance Permit.