Senior ServiceNow ITSM Process Consultant – Dubai

Capital Numbers

Abu Dhabi

On-site

AED 300,000 - 520,000

Full time

4 days ago

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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.