Service Functional Consultant

Position: Service Now Functional Consultant
Position Summary

The Service Now functional consultant (FC) is responsible for recommending, coordinating and delivering solutions to user stores/enhancements within agreed delivery timelines on the Service Now platform. The Service Now FC will document functional requirement specification (FRS) , estimate work efforts, perform requirement gathering, suggest possible solutions with or without customization depending on the complexity of the user stories.

The Functional Consultant is required to work with customers and learn the business problems that need to be addressed and through applying technical analysis, recommend a solution. Is an expert with Service Now processes and capable of delivering advice when required. Working closely with the pre-sales team is involved in delivering documentation through all stages of a project’s lifecycle.

Essential Duties and Responsibilities

1. Successfully plan, execute, monitor, control, and close all scrum tasks related to configuration and implementation of all aspects of the Service Now platform.

2. Provide documentation and get signoff of FRS, coordinate with developers and drive the user stories end to end till closure

3. Update and maintain a comprehensive testing protocol for Service Now instance upgrades with the purpose of certifying all applications for use after the upgrade completes.

4. Manage one or more customer as a single point of contact and first level escalation for both one time and runtime issues

5. Obtain and analyse/interpret business requirements to purpose sustainable solutions in Service Now.

6. Answer “how to” technical and application configuration questions.

7. Develop, maintain, and execute reports to ensure system operation meets performance targets.

8. Create and maintain system design and operations documentation.

9. Complete other duties as assigned.

Education and Experience

 3 years of demonstrated experience in Service Now consulting, implementation, configuration and administration, including but not limited to successful deployments as lead.

5+ years of experience in service management, service delivery, or a related field such as IT Project Management, Human Resources, Security Operations, and Customer Service Management.

ITIL V3/4 Foundations desirable

Degree or equivalent, preferably in Computer Science or Information Technology, and proven experience in technical consulting roles

Professional qualifications and education requirements

Enterprise consulting experience, including implementation experience with one or more common enterprise software solutions filling positions of increasing responsibility and management of program teams

 Knowledge and experience in state and federal information security laws, including but not limited to HIPAA, including NIST, PCI, GDPR, Data Privacy and all other applicable regulations.

Competencies

 Effectively manage multiple projects concurrently while maintaining a high level of attention to detail on each project.

 Adaptable to change and able to work independently and as part of a team.

 Strong problem analysis skills to include the use of mathematical concepts to validate results.

 Strong analytical skills with the ability to collect, organize, disseminate, and present significant amounts of information with an attention to detail and accuracy.

 Proficient with Microsoft Office Professional and well versed with various excel functions.

 Clear and concise communication with superior written and verbal communication skills.

 Ability to interact with all levels of internal and external business partners.

 Manage and prioritize work effectively with minimal supervision.

Physical Demands

 Sitting for extended time periods (between 8-10 hours/day).

 Operate typical office equipment such as a computer, telephone, copy machine, etc.