Job Description

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 ServiceNow platform. The role bridges business needs and ServiceNow capabilities, ensuring requirements are translated into practical, scalable, and value-driven ServiceNow solutions.
This role requires a consultant who combines deep ServiceNow functional knowledge with broad consulting, demand management, and transformation skills.
Key Responsibilities
Business Requirement Gathering

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

ServiceNow Functional Consulting (Core Focus)

• Act as the functional authority across ServiceNow modules such as ITSM, ITAM, CSM, HRSD, CMDB, and workflows.
• Translate business needs into clear functional designs, user stories, and backlog items for ServiceNow delivery teams.
• Advise stakeholders on ServiceNow capabilities, limitations, and roadmap-driven options.
• Support solution design reviews to ensure functional integrity and business value.
• Stakeholder Management
• Serve as the primary functional interface between business stakeholders and ServiceNow delivery teams.
• Facilitate alignment between business priorities, platform capabilities, and delivery constraints.
• Manage expectations, dependencies, and change impacts.

New Features & Initiative Readiness

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

Demand & Priority Management

• Own functional demand intake and prioritization within a ServiceNow-centric roadmap.
• Balance strategic initiatives, operational needs, and platform capacity.
• Maintain and govern a structured demand pipeline.
• Continuous Improvement
• Identify opportunities to improve business outcomes through better use of ServiceNow functionality.
• Promote standardization, automation, and simplification across processes.
• Stay current with ServiceNow product evolution and industry best practices.

Candidate Requirements & Qualifications

• 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 ServiceNow.
• Proven experience leading ServiceNow requirement gathering, functional design, and stakeholder workshops.
• Deep understanding of ServiceNow processes, data structures, and configuration capabilities.
• Ability to operate beyond ServiceNow where required, maintaining a broad consulting and transformation mindset.
• Experience with demand management and prioritization frameworks.
• Strong communication, facilitation, and advisory skills.
• ServiceNow functional certifications are a strong advantage

Vertical
Technology

Skills Required