Senior ServiceNow ITSM Functional Consultant - On-site Dubai

Capital Numbers

Dubai

On-site

AED 150,000 - 420,000

Full time

26 hours ago

Be an early applicant

Application generator

Don’t send a generic resume — generate a resume and cover letter tailored to this exact role.

Get past ATS filters

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.