ServiceNow Functional consultant/BPC- ITSM/CMDB

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

ROLE: ServiceNow Functional consultant/BPC- ITSM/CMDB

ServiceNow ITSM Functional Consultant - Any module is ok. Not only ITSM

Key Note: Must be eligible to work for any U.S. employer without current or future visa sponsorship.

Mandatory Certifications:

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Implementation Specialist – ITSM (CIS-ITSM)

Role Summary

We are seeking a ServiceNow ITSM Functional Consultant with strong expertise in IT Service Management processes, business analysis, process consulting, requirements gathering, and ServiceNow ITSM implementations. The consultant will work closely with business stakeholders to design, optimize, and implement ITSM processes aligned with ITIL best practices and organizational objectives.

Key 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.
• Translate business requirements into functional specifications and user stories.
• Configure and validate ITSM process requirements with technical teams.
• Lead fit-gap analysis and recommend ServiceNow best practices.
• Support backlog prioritization, sprint planning, UAT, and deployment activities.
• Design SLAs, KPIs, reporting, and operational governance frameworks.
• Facilitate stakeholder sign-offs and business acceptance sessions.
• Support organizational change management and adoption initiatives.
• Advise clients on ITIL and ServiceNow leading practices.
• Prepare functional design documents, process flows, workshop outputs, and solution recommendations.

Mandatory 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

Preferred Certifications

Preferred

• ITIL v4 Foundation / Managing Professional
• Additional CIS certifications

Experience Requirements

• 5+ years of ServiceNow experience.
• 3+ years of ITSM implementation or consulting experience.
• Experience leading ITSM workshops and process consulting engagements.
• Experience in ServiceNow ITSM implementations and upgrades.
• Strong stakeholder management and communication skills.

Experience working in Agile delivery environments.