ServiceNow Functional Consultant
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Job Description
ServiceNow Functional Consultant optimizing service management processes at BDO. Collaborating with stakeholders and leading process discovery for ITSM and CSM.
Responsibilities:
- Design and optimize service management processes within ServiceNow for internal and client-facing engagements
- Lead ITSM and CSM process discovery workshops to understand current-state operations and identify improvement opportunities
- Redesign SysAid-based processes into future-state ServiceNow workflows, aligned to ITIL and ServiceNow leading practices
- Define service models, request/catalog structures, case workflows, SLAs, and experience flows
- Translate business requirements into detailed functional specifications, user stories, and acceptance criteria
- Act as the primary functional liaison between business stakeholders and technical delivery teams
- Support UAT planning and execution in collaboration with QA resources
- Contribute to training materials, process documentation, and change adoption inputs
- Promote continuous improvement by identifying opportunities to streamline workflows and improve service experiences
Requirements:
- 5+ years of experience in IT service management, customer service management, or enterprise service operations
- Hands-on experience implementing or supporting ServiceNow ITSM and/or CSM
- Strong understanding of ITIL principles and service-oriented process design
- Proven experience facilitating workshops and working with diverse stakeholder groups
- Ability to translate business needs into clear, structured functional requirements
- Strong written and verbal communication skills, with comfort presenting to both technical and non-technical audiences
- Experience supporting platform transitions (e.g., legacy ITSM tools to ServiceNow)
- Exposure to AI-enabled service workflows (e.g., self-service, automation, case routing)
- ServiceNow certifications (ITSM or CSM CIS preferred)
Benefits:
- Flexible benefits from day one
- Market leading personal time off policy
- Competitive total cash compensation
- Support for personal goals
- Reimbursement for wellness initiatives
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