Senior ServiceNow ITSM Functional Consultant

Prudent Technologies and Consulting, Inc.; United States; On-site; USD 90,000 - 130,000; Full time

Job summary

Prudent Technologies and Consulting, Inc. seeks a ServiceNow ITSM Functional Consultant with strong ITIL-aligned process expertise. The role involves designing, optimizing, and implementing ITSM processes across Change, Request, Knowledge, and Service Catalog functions.

You will collaborate with business stakeholders to capture requirements, produce user stories, and guide functional designs for ServiceNow implementations and upgrades in an Agile setting.

Qualifications

• Experience in ServiceNow ITSM and ITIL-aligned process design.
• Strong requirements gathering and business analysis skills.
• Ability to translate business needs into functional designs and user stories.

Responsibilities

• Conduct discovery workshops and stakeholder interviews to gather business requirements.
• Lead ITSM process design and transformation initiatives covering Change Management, Request Management, Knowledge Management, Service Catalog.
• Perform current-state and future-state process assessments and translate requirements into specifications.
• Configure and validate ITSM process requirements with technical teams and lead fit-gap analyses.
• Support backlog prioritization, sprint planning, UAT, and deployment activities.
• Design SLAs, KPIs, reporting, and governance frameworks; facilitate stakeholder sign-offs.

Skills

ServiceNow ITSM

ITIL Framework

Change Management

Request Management

Service Catalog

Knowledge Management

Requirements Gathering

Process Design

Business Analysis

Workshop Facilitation

User Story Creation

Agile Methodology

Job description

Prudent Technologies and Consulting, Inc. seeks a ServiceNow ITSM Functional Consultant with strong ITIL-aligned process expertise. The role involves designing, optimizing, and implementing ITSM processes across Change, Request, Knowledge, and Service Catalog functions.

You will collaborate with business stakeholders to capture requirements, produce user stories, and guide functional designs for ServiceNow implementations and upgrades in an Agile setting.