Job Summary Position: ServiceNow Functional Consultant (L3)

Common Services - ServiceNow Platform

Location: Hyderabad / Bangalore

Experience: 10-12 Years

Role Summary The ServiceNow Functional Consultant (L3) will be responsible for driving the functional design, process transformation, and implementation of ServiceNow solutions across IT and business functions. The role will work closely with customers, process owners, architects, developers, and service delivery teams to translate business requirements into scalable ServiceNow solutions while ensuring alignment with ITSM best practices and organizational objectives.

Key ResponsibilitiesRoles and Responsibilities

- Gather, analyze, and document business, operational, and service management requirements for ServiceNow implementations and enhancement initiatives.
- Lead functional workshops, discovery sessions, process assessments, and solution design discussions with stakeholders.
- Define future-state processes and recommend ServiceNow capabilities to improve service delivery, automation, governance, and user experience.
- Work closely with technical architects and development teams to translate business requirements into functional specifications and user stories.
- Support implementation of ServiceNow modules such as ITSM, ITOM, ITAM, CMDB, Request Management, Knowledge Management, Change Management, and Service Catalog.
- Review and validate solution designs, workflows, forms, catalog items, reports, dashboards, and platform configurations.
- Support testing activities including SIT, UAT,



requirement validation, defect management, and deployment readiness reviews.
- Drive process standardization, adoption, and continual improvement initiatives across ServiceNow-enabled functions.
- Prepare process documentation, business requirements, functional design documents, training materials, and operational procedures.
- Support stakeholder management, governance reviews, project reporting, and change management activities throughout the implementation lifecycle.
- Act as a trusted advisor to business stakeholders.

Skill RequirementsMandatory Skills

- ServiceNow Functional Consulting
- Business Process Analysis
- IT Service Management (ITSM)
- ServiceNow ITSM Modules
- Requirements Gathering &

• Process Mapping

- Service Catalogue &

• Workflow Design

- CMDB &

• ITSM Processes

- Stakeholder Management
- Testing &

• UAT Coordination

- Governance &

• Reporting

Preferred Skills

- ServiceNow ITOM
- ServiceNow ITAM / SAM
- ServiceNow IRM / GRC
- Agile Delivery Methodologies
- Power BI Reporting
- Organizational Change Management

Other RequirementsCertifications Mandatory

- ServiceNow Certified System Administrator (CSA)

Preferred

- ServiceNow Certified Implementation Specialist (CIS)
- ITIL v4 Foundation
- PMP
- PRINCE2 Foundation

Soft Skills

- Strong communication and facilitation skills
- Excellent stakeholder management capabilities
- Analytical and problem-solving mindset
- Ability to bridge business and technical teams
- Solid documentation and presentation skills

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