SERVICENOW FUNCTIONAL CONSULTANT (NT)
Posted Updated
- Analyze current-state ITIL processes and identify improvement opportunities across the Norlys Tech Hub transformation context
- Support definition and documentation of target-state processes, roles, responsibilities, controls, and governance structures
- Work with stakeholders to clarify business requirements, process pain points, and operational dependencies
- Translate process and policy requirements into clear functional requirements for ServiceNow implementation teams
- Help define and structure foundational process data, process inputs, and governance dependencies required in early program phases
- Support harmonization of processes across teams, functions, and service areas where practical and relevant
- Prepare process documentation including workflows, SIPOC-style mappings, RACI inputs, control descriptions, and process narratives
- Contribute to backlog definition, requirement clarification, and acceptance criteria from a process perspective
- Facilitate workshops and working sessions remotely with business stakeholders, process owners, and delivery teams
- Support process KPI definition, reporting logic, and continual improvement recommendations
- Work effectively as an offshore senior resource while maintaining strong communication cadence and stakeholder alignment
- Provide advisory support to ensure ITIL process design remains practical, adoptable, and aligned with ServiceNow platform capabilities
- ITIL process design and process maturity improvement
- ITSM transformation and ServiceNow-enabled process change
- Foundational data and governance dependencies in early program phases
- Cross-functional process alignment and standardization
- Operational controls, KPI design, and continual improvement
- Distributed onsite/offshore delivery collaboration
- 8+ years of relevant experience in ITIL process analysis, service management process design, or ITSM transformation, with proven ability to operate independently as a senior offshore resource
- Bachelor’s or Master’s degree in IT, business, engineering, operations management, or related field
- Senior experience as a ServiceNow functional consultant, ITIL process consultant, business analyst, or process specialist in enterprise transformation programs.
- Proven experience in ServiceNow implementation, transformation, process standardization, or instance consolidation initiatives.
- Strong understanding of core ITIL/ITSM processes: Incident, Request, Problem, Change, Knowledge, Configuration, Asset, Service Level, Event, and Major Incident Management.
- Strong knowledge of CMDB, foundational data, data structures, and their impact on process execution, reporting, and service management.
- Ability to assess current-state processes, identify gaps and pain points, and design pragmatic future-state processes.
- Strong capability in documenting requirements, business rules, process flows, roles, handoffs, controls, and governance models.
- Experience translating business and process requirements into implementable ServiceNow platform designs.
- Experience harmonizing processes across multiple teams, business domains, service towers, and organizational entities.
- Experience defining KPIs, service performance measures, continual service improvement, and pragmatic quick wins.
- Strong workshop facilitation, stakeholder interviewing, requirements elicitation, and stakeholder management skills.
- Experience working with distributed onsite/offshore teams and complex enterprise governance structures.
- Experience in telecom, fiber, energy, infrastructure, or shared service environments is preferred.
- Exposure to eTOM, multi-domain service management, Nordic stakeholder environments, or structured governance is an advantage.
- Strong analytical, structured problem-solving, documentation, and written communication skills, with the ability to engage business and technical stakeholders.
- ITIL certification preferred; self-driven, disciplined, pragmatic, and focused on delivering usable process outcomes.
- Fluent English, spoken and written
- Candidate needs to be to be currently eligible to work in Hungary
- Experience from ServiceNow implementation or transformation programs
- Understanding of CMDB, foundational data, and how data structures support process execution and reporting
- Experience in telecom, fiber, energy, infrastructure, or shared service environments
- Exposure to eTOM-oriented operating environments or multi-domain service management landscapes
- Experience supporting instance consolidation, process standardization, or cross-company governance alignment
- Awareness of Nordic stakeholder expectations and structured governance environments