ServiceNow ITSM Functional Consultant

Cloudxtreme; Hyderabad; On-site; INR 1,000,000 - 1,800,000; Full time

Job summary

Cloudxtreme in Hyderabad is seeking a ServiceNow Functional Consultant to work on ITSM solutions from the office five days a week. You will gather requirements, design end-to-end workflows, and translate business needs into functional specs and user stories.

You will collaborate with developers and cross-functional teams, implement CMDB configurations, catalogs, forms and workflows, and support integrations via REST/SOAP.

Qualifications

• 3–4 years of hands-on ServiceNow ITSM experience.
• Experience configuring forms, workflows, UI policies, business rules, CMDB, and the Service Catalog.
• Experience working in Agile/Scrum environments.
• Excellent written and verbal communication; ability to translate technical solutions into business terms.

Responsibilities

• Engage with stakeholders to gather, analyze, and document functional and technical requirements for ITSM solutions.
• Translate business needs into functional specs, user stories, and end-to-end workflows using ServiceNow best practices.
• Collaborate with ServiceNow developers, architects, and cross-functional teams to ensure data flow and compliance.
• Assist in defining requirements for integrations with HRIS, ERP, and monitoring tools via REST/SOAP APIs.
• Create and maintain design docs, SOPs, configuration guides, and end-user training materials.
• Lead workshops and training sessions for stakeholders and end-users.

Skills

ServiceNow ITSM expertise

Agile/Scrum

Communication

Analytical thinking

Tools

ServiceNow

Flow Designer

Virtual Agent

REST/SOAP APIs

CMDB

Job description

Role & responsibilities

• Description: Should be based in Hyderabad and should work from the office for 5 days.
• Requirements Gathering & Analysis: Engage with business stakeholders and process owners to gather, analyze, and document detailed functional and technical requirements for ITSM solutions.
• Solution Design: Translate business needs into functional specifications, user stories, and process flows. Design end-to-end workflows using ServiceNow best practices, minimizing the need for custom code.
• Process Optimization: Identify opportunities for automation and standardization of processes using tools like Flow Designer and Virtual Agent to enhance operational efficiency.
• Documentation & Training: Create and maintain detailed functional design specifications, standard operating procedures (SOPs), configuration guides, and end-user training materials. Conduct workshops and training sessions for stakeholders and end-users.
• Collaboration: Work closely with ServiceNow developers, architects, and cross-functional teams to ensure seamless data flow and alignment with security and compliance standards.
• Integrations: Assist in defining requirements for integrations between ServiceNow and other enterprise systems (e.g., HRIS, ERP, monitoring tools) using REST/SOAP APIs.

Required Skills & Qualifications

• Experience: Minimum of 3-4 years of hands-on experience as a Functional Consultant or Business Analyst on the ServiceNow platform, with a strong focus on ITSM modules.
• Platform Knowledge: Proficiency in configuring key ServiceNow areas such as forms, workflows, UI policies, business rules (functional understanding), the Service Catalog, and the Configuration Management Database (CMDB).
• Methodologies: Experience working in Agile/Scrum development environments.
• Communication: Excellent written and verbal communication skills, with the ability to articulate technical solutions in business terms to diverse audiences.
• Analytical Skills: Strong analytical and problem-solving abilities, with keen attention to detail and a process-driven mindset.
• Certifications (Preferred): ServiceNow Certified System Administrator (CSA)
• ITIL 4 Foundation certification
• ServiceNow Certified Implementation Specialist (CIS) - specifically for ITSM is highly desirable