Servicenow Itom Consultant

Job Role: ServiceNow ITSM / ITOM Functional Consultant

Location: Jersey City, NJ

ABOUT POSITION:

• Experience Required: 12+ Years with ServiceNow integration and ITSM
• We are seeking an experienced ServiceNow ITSM / ITOM Functional Consultant to support the design, implementation, enhancement, and transformation of ServiceNow solutions across IT Service Management and IT Operations Management.
• The consultant will collaborate closely with business stakeholders, process owners, ServiceNow architects, technical teams, developers, and testing teams to understand business requirements, assess existing processes, define future-state solutions, and translate business needs into detailed functional requirements and user stories.

WHAT YOU'LL DO:

• Requirements Gathering & Functional Consulting: Conduct workshops with stakeholders to gather requirements, understand current-state processes, and design future-state solutions.
• ITSM Functional Responsibilities: Provide consulting across ServiceNow ITSM processes including Incident Management, Change Management, Service Catalog, and more.
• ITOM Functional Responsibilities: Consult on ITOM capabilities such as Discovery, Service Mapping, and Event Management.
• CMDB & CSDM Responsibilities: Conduct workshops to gather CMDB requirements and support the adoption of CSDM principles.
• Process Design & Documentation: Create and maintain comprehensive documentation including business requirements, functional specifications, and process flows.
• Testing & UAT Support: Support functional testing, review test scenarios, and assist in User Acceptance Testing.
• Stakeholder & Customer Management: Act as a liaison between business stakeholders and technical teams, facilitating workshops and managing requirement clarifications

MANDATORY SKILLS:

• 6 10+ years of overall IT experience.
• 4+ years of relevant ServiceNow functional consulting experience.
• Strong functional knowledge of ServiceNow ITSM and ITOM.
• Experience with ITSM processes including Incident, Problem, Change, Request, Knowledge, and SLA Management.
• Good knowledge of CMDB and CSDM concepts.
• Strong experience in conducting requirements-gathering and process-design workshops.
• Experience with functional testing and UAT coordination.
• Strong understanding of Agile/Scrum delivery methodology.
• Excellent verbal, written, presentation, and stakeholder-management skills

PREFERRED SKILLS:

• ServiceNow ITSM Pro certification.
• Experience with ITOM Discovery, Service Mapping, and Event Management.
• Knowledge of Performance Analytics and IntegrationHub.
• Experience in large-scale ServiceNow transformation or migration programs