Functional Consultant

Empresaria Group plc; City Of London; Hybrid; GBP 60,000 - 100,000; Full time

Job summary

A major consultancy group is looking for a Senior ServiceNow Functional Consultant in the UK. This role involves leading regulatory transformation programmes in the financial services sector. The ideal candidate will possess 6-15 years of ServiceNow experience and a solid understanding of financial regulations. This position offers high autonomy, bridging business analysis and hands-on technical work, with the flexibility of a remote-first environment and occasional in-person meetings in London.

Qualifications

• 6-15 years of experience in ServiceNow delivery focused on Functional Consulting.
• Mandatory Financial Services experience, ideally in large-scale or Tier 1 banking.
• Hands-on skills to configure solutions in ServiceNow.
• Proven ability to navigate political environments and manage stakeholders.

Responsibilities

• Lead workshops to define complex requirements with senior business stakeholders.
• Create functional user stories and technical process maps.
• Configure the ServiceNow platform to build solutions.
• Act as the primary point of contact for the workstream.

Skills

ServiceNow configuration

Business analysis

Stakeholder management

Regulatory understanding

Hands-on configuration

Education

Certified System Administrator

CIS in ITSM

Job description

Role Overview

Senior ServiceNow Functional Consultant

Role: Senior Functional Consultant / Workstream Lead

Client: Financial Services

Programme: Regulatory Transformation Programme

Location: Remote First (UK Hours) with occasional sessions in London

Start Date: January 2026

Duration: 12 Months (Initial)

IR35 Status: Expected Outside IR35

Role Overview: We are engaging a team of senior experts to lead the delivery of core ITSM workstreams within a high-priority, regulatory-driven programme for a major financial services client.

You will operate at the intersection of business analysis and technical delivery. You will not just gather requirements; you will shape the solution direction, challenge stakeholders, and perform hands-on configuration to bring the design to life.

You will act as the "Lead" for one of three critical workstreams (Incident / Problem, Change, or Service Excellence), operating with high autonomy to bridge the gap between complex financial services regulations and the ServiceNow platform.

Key Responsibilities

• 1. Strategic Definition & Requirement Shaping
  • Lead workshops with senior business stakeholders (e.g., Major Incident Managers, Risk & Audit teams) to tease out complex, often ambiguous requirements.
  • Translate high-level regulatory mandates into functional user stories and technical process maps.
  • Challenge the business on "Needs vs. Wants" to ensure the solution remains standard, scalable, and compliant.
• 2. Functional Design & Hands-on Configuration
  • Take ownership of the solution design for your assigned modules (e.g., designing the Change Management workflow to meet audit standards).
  • Perform hands-on configuration within the platform (Flow Designer, UI Policies, ACLs, Form Design) to prototype and build the solution.
  • Note: This is not a heavy coding role, but you must be capable of configuring the platform without relying on a developer for every minor change.
• 3. Governance & Stakeholder Management
  • Act as the primary point of contact for your workstream, reporting progress to the Programme Director and Technical Design Authority.
  • Manage the delicate balance between operational speed and regulatory compliance.
  • Collaborate with the technical team (offshore / onshore) to hand off complex scripting or integration requirements while maintaining quality control.

The Workstreams

Successful candidates will be assigned to lead one of the following streams based on expertise :

• Incident & Problem : Focusing on reactive vs. proactive processes, major incident handling, and root cause analysis structures.
• Change Management : A high-governance role focusing on audit compliance, risk assessment logic, and standard / normal / emergency workflows.
• Service Excellence : Focusing on the "Front Door" of IT—Request Management, Service Level Management (SLA / OLA), Knowledge, and Service Desk interaction.

Candidate Profile (The "Non-Negotiables" )

To succeed in this role, you must be a self-starter who does not require close supervision.

• Experience: 6–15 years of experience in ServiceNow delivery, with a clear focus on Functional Consulting.
• Industry Background: Mandatory Financial Services experience (ideally large-scale / Tier 1 financial services or banking). You must understand the rigour of a regulated environment.
• Technical Capability: You are not just a BA. You must have hands-on skills to configure and demo solutions in ServiceNow (Certified System Administrator + CIS in ITSM preferred).
• Consulting Mindset: Proven ability to navigate political environments, manage difficult stakeholders, and "hunt" for information rather than waiting to be fed requirements.
• Module Knowledge: Deep understanding of OOTB (Out of the Box) capabilities for Incident, Problem, Change, Request, and Knowledge.

Why This Role?

• High Autonomy: You will own your workstream end-to-end, functioning as the "Product Owner" for your area.
• Regulatory Impact: This is not a "keep the lights on" project; it is a critical transformation triggered by regulation, giving it high visibility within a financial services company.
• Hybrid Scope: Perfect for a consultant who loves the platform but enjoys the business strategy side—you will spend 50% of your time facing the business and 50% in the platform.

Interview Process

2 Stages (Remote + potential Face-to-Face final)

Next Steps

Shortlisting immediately for Jan 2026 start.