Overview
We are seeking a Senior ServiceNow Functional Consultant to lead core ITSM workstreams within a regulatory transformation programme for a major financial services client. This role will involve collaborating with senior business stakeholders to define requirements, shape solutions, and perform hands-on configuration on the ServiceNow platform. The consultant will operate autonomously as the 'Lead' for one of three critical workstreams: Incident/Problem, Change Management, or Service Excellence, with a strong focus on compliance within a highly regulated environment.
Responsibilities
- Lead workshops with senior stakeholders to clarify complex requirements.
- Translate regulatory mandates into functional user stories and technical process maps.
- Own the solution design and perform hands-on configuration within ServiceNow.
- Manage workstream governance and report progress to stakeholders.
- Collaborate with technical teams for complex requirements and maintain quality control.
- Maintain balance between operational speed and regulatory compliance.
Requirements
- 6–15 years of experience in ServiceNow delivery with a focus on Functional Consulting.
- Experience in the financial services sector, ideally in large-scale or Tier 1 environments.
- Hands-on skills in ServiceNow configuration (Certified System Administrator + CIS in ITSM preferred).
- Deep understanding of OOTB capabilities for Incident, Problem, Change, Request, and Knowledge.
- Proven ability to navigate complex stakeholder environments and drive requirements.
- Strong consulting mindset with a proactive approach to information gathering.