Lead ServiceNow Functional Consultant

Looking for an experienced ITSM professional with strong ServiceNow consulting expertise to drive ITIL-based transformation programs for large enterprise environments.

Responsibilities:

• Implement, standardise, and optimise ITIL service management processes.
• Lead ServiceNow functional consulting across ITSM, ITOM, SPM, and CSM.
• Gather business requirements and translate them into scalable process solutions.
• Conduct workshops, stakeholder sessions, training, and change management activities.
• Collaborate with architects, developers, and project teams for Agile delivery.
• Define KPIs, reporting frameworks, and continuous improvement initiatives.

Requirements:

• 8-10+ years of IT experience with 5-7+ years in ITIL/ITSM consulting or process management.
• Strong hands-on experience with ServiceNow (preferred) or tools like Remedy, Cherwell, HPSM, Summit.
• ITIL certified (Intermediate/Expert preferred).
• ServiceNow certifications such as CSA/CIS preferred.
• Strong communication, stakeholder management, and team leadership skills.
• Experience in process redesign, operational excellence, and service transformation.