Servicenow Senior Consultant Lead; Business Analysis And Functional Consulting

Job Summary

The Senior Consultant Lead is responsible for leading business analysis, functional consulting, and stakeholder engagement activities, with a strong functional mastery of the Service Now platform. The role bridges business needs and Service Now capabilities, ensuring requirements are translated into practical, scalable, and value-driven Service Now solutions.

This role requires a consultant who combines deep Service Now functional knowledge with broad consulting, demand management, and transformation skills.

• Lead discovery workshops focused on Service Now-enabled processes and capabilities.
• Capture, analyze, and structure business requirements aligned to Service Now best practices.
• Ensure requirements are framed to leverage out-of-the-box Service Now functionality wherever possible.

• Act as the functional authority across Service Now modules such as ITSM, ITAM, CSM, HRSD, CMDB, and workflows.
• Translate business needs into clear functional designs, user stories, and backlog items for Service Now delivery teams.
• Advise stakeholders on Service Now capabilities, limitations, and roadmap-driven options.
• Support solution design reviews to ensure functional integrity and business value.

• Serve as the primary functional interface between business stakeholders and Service Now delivery teams.
• Facilitate alignment between business priorities, platform capabilities, and delivery constraints.
• Manage expectations, dependencies, and change impacts.

• Prepare business and functional readiness for new Service Now releases, features, and modules.
• Assess impact, value, and adoption considerations for enhancements and new initiatives.
• Support business case development and initiative planning.

• Own functional demand intake and prioritization within a Service Now-centric roadmap.
• Balance strategic initiatives, operational needs, and platform capacity.
• Maintain and govern a structured demand pipeline.

• Identify opportunities to improve business outcomes through better use of Service Now functionality.
• Promote standardization, automation, and simplification across processes.
• Stay current with Service Now product evolution and industry best practices.

• Bachelors or Masters degree in Business Administration, Information Technology, or related field.
• 10+ years of consulting or business analysis experience, with strong functional expertise in Service Now.
• Proven experience leading Service Now requirement gathering, functional design, and stakeholder workshops.
• Deep understanding of Service Now processes, data structures, and configuration capabilities.
• Ability to operate beyond Service Now where required, maintaining a broad consulting and transformation mindset.
• Experience with demand management and prioritization frameworks.
• Strong communication, facilitation, and advisory skills.
• Service Now functional certifications are a strong advantage

Vertical

Technology