Servicenow Functional Consultant

6 days ago

Singapore SGITAL PTE. LTD. Full time

**About the Opportunity**:
We’re looking for a highly motivated and experienced ServiceNow Functional Consultant to join our growing team. This role is key in bridging the gap between business objectives and technical solutions on the ServiceNow platform.

You will be instrumental in gathering and analyzing business requirements, translating them into functional specifications and ensuring the successful delivery of solutions that drive operational efficiency and enhance the end-user experience.

**Key Responsibilities**:
**Requirement Gathering & Analysis**:

- Partner with stakeholders across departments (e.g., IT, HR, Customer Service) to gather and document detailed business requirements for new implementations, enhancements and integrations on ServiceNow.
- Conduct interviews, workshops and other discovery techniques to elicit business needs.
- Translate complex processes into clear, structured, and actionable functional and non-functional requirements.

**Solution Design & Documentation**
- Collaborate with ServiceNow developers, architects, and administrators to design solutions aligned with business needs and platform best practices.
- Produce comprehensive documentation such as:

- Business Requirements Documents (BRD)
- Functional Design Specifications (FDS)
- Use cases, user stories, process maps and wireframes

**Stakeholder Management & Communication**
- Serve as the main liaison between business users and technical teams.
- Clearly communicate technical concepts to non-technical audiences and vice versa.
- Manage stakeholder expectations and ensure consistent alignment throughout the project lifecycle.

**Testing & Quality Assurance**
- Develop and execute test scenarios and support User Acceptance Testing (UAT).
- Coordinate System Integration Testing (SIT), track issues and ensure quality delivery of solutions.

**Training & Support**
- Support training efforts by developing user guides and training materials.
- Provide post-go-live support and gather feedback for future improvements.

**Requirements (Must Have)**
- ServiceNow Certified System Administrator (CSA)
- 4+ years of ServiceNow implementation experience across minimum 2 product lines

**Proficient in**:

- Business process documentation
- Use case modeling and user stories
- Flowcharts and process diagrams
- Excellent communication, stakeholder engagement, and presentation skills.
- Strong analytical and problem-solving abilities.
- Ability to work independently and collaboratively in a dynamic, fast-paced environment.

**Preferred Qualifications (Nice to Have)**:

- Certified Implementation Specialist in ITSM, HRSD or CSM
- Experience working within Agile/Scrum teams
- Familiarity with ITIL processes and frameworks
- Exposure to project management practices

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