ServiceNow ITOM Functional Consultant

Job Title: ServiceNow ITOM Functional Consultant

Location: North Carolina, US (Remote work is also fine, but the candidate must be able to go to the office when required)

Duration: Contract

 

Job Description:

A ServiceNow ITOM Functional Consultant is responsible for understanding business requirements, designing functional solutions, and driving implementation of ITOM modules (Discovery, Service Mapping, Event Management, CMDB, etc.) to improve IT operations visibility, automation, and service health.

•       Works as a bridge between business stakeholders and technical teams

•       Drives requirement gathering, solution design, and functional validation

•       Ensures alignment with ITIL processes and enterprise architecture

 

2. Key Responsibilities

A. Requirement Gathering & Stakeholder Management

•       Conduct workshops with business and IT stakeholders

•       Gather, analyze, and document business requirements (BRD/FSD/user stories) 

•       Translate business needs into functional ServiceNow ITOM solutions

•       Act as the primary interface between client/business and technical teams

 

ITOM Solution Design

•       Design solutions across ITOM modules: 

o   Discovery

o   Service Mapping

o   Event Management

o   CMDB / CSDM

o   Cloud Management / AIOps 

•       Define CMDB architecture, data models, and governance rules

•       Ensure alignment with ITIL processes (Incident, Change, Problem)

 

Implementation Support & Functional Ownership

•       Drive implementation of ITOM solutions with technical teams

•       Support configuration and validation of: 

o   MID Server setup

o   Discovery patterns, probes, sensors

o   Event correlation rules

•       Ensure solution meets functional requirements and business outcomes 

 

CMDB & Data Governance

•       Ensure data accuracy, normalization, and reconciliation in CMDB

•       Maintain CI relationships and service maps

•       Drive CMDB health dashboards and audits 

 

Testing, Deployment & Training

•       Support UAT and functional testing

•       Validate business scenarios and workflows

•       Provide user training and documentation

•       Assist in deployment, go-live, and hypercare

 

Continuous Improvement & Advisory

•       Perform ITOM maturity assessments

•       Recommend automation and operational improvements

•       Advise clients on best practices, scalability, and optimization 

 

3. Required Skills

Core ITOM Skills

•       Strong expertise in: 

o   Discovery

o   Service Mapping

o   Event Management

o   CMDB / CSDM

•       Understanding of infrastructure (servers, network, cloud environments) 

 

Functional Consulting Skills

•       Requirement gathering & business analysis

•       Stakeholder management and workshop facilitation

•       Process design aligned with ITIL

•       Documentation (BRD, FSD, process flows)

 

Technical Awareness (Expected for Functional Role)

•       Basic knowledge of: 

o   MID Server architecture

o   Integrations (REST/SOAP, monitoring tools)

o   ServiceNow platform capabilities

•       Collaboration with developers for implementation

 

Soft Skills

•       Strong communication and presentation skills

•       Problem-solving & analytical thinking

•       Client-facing consulting experience

•       Ability to work across global teams

 

4. Qualifications & Certifications

Mandatory

•       Bachelor’s degree in IT / Computer Science / related field

•       6–10+ years of ServiceNow experience (based on level)

Mandatory Certifications

•       ServiceNow CSA (Certified System Administrator) - Mandatory

•       CIS-ITOM (Discovery / Service Mapping / Event Mgmt.)

•       ITIL Foundation Certification