Senior ServiceNow Functional / ITSM Process Consultant

Capital Numbers; Dubai; On-site; AED 150,000 - 420,000; Full time

Job summary

Capital Numbers in Dubai is seeking a Senior ServiceNow Functional / ITSM Consultant to lead a strategic review, redesign, and optimization of enterprise ServiceNow workflows on-site in Dubai. You will bridge business stakeholders with the central ServiceNow development team and focus on functional deliverables such as FIT-GAP analyses, FRDs, and user adoption strategies.

The role centers on Incident/Request/Change/CMDB/Service Catalog, with pure functional and process consulting duties.

Qualifications

• 7+ years of ServiceNow functional consulting experience.
• Strong ITIL v4 knowledge across ITSM modules (Incident, Problem, Change, Request, Knowledge, CMDB, Asset).
• Proven ability to facilitate stakeholder workshops and write FRDs/User Stories.
• Direct experience auditing and modernizing complex Service Catalogs.

Responsibilities

• Lead end-to-end review, redesign, and optimization of ServiceNow workflows on-site in Dubai.
• Bridge business stakeholders with central ServiceNow development team; define functional specs and FRDs.
• Develop service catalog revamp, KPIs, and executive dashboards for ITIL stakeholders.
• Drive change management and user adoption through workshops and training collateral.
• Ensure CMDB/data governance alignment and data health.
• Oversee data structures and CI lifecycle alignment with ITIL practices.

Skills

ServiceNow functional consulting

Process design

Business analysis

Stakeholder facilitation

User adoption campaigns

Communication

Requirements gathering

Education

ITIL v4 Foundation

ServiceNow CSA

CIS-ITSM

Tools

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Job description

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.