Servicenow Functional Consultant
- Coforge
- 6 - 11 years
- Noida, Gurugram
- 10 days ago
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Job Description
Job Description: ServiceNow Functional Consultant (ITSM + CSM/HRSD/FSM)-
Position Title: ServiceNow Functional Consultant
Location: [GNoida/Hyderabad/Pune]
Employment Type: FullTime
Role Overview
We are looking for an experienced ServiceNow Functional Consultant with strong expertise in ITSM and at least one additional module such as CSM (Customer Service Management), HRSD (HR Service Delivery), or FSM (Field Service Management). The ideal candidate will collaborate with business stakeholders to translate requirements into functional designs, configure ServiceNow modules, and support endtoend platform implementation.
Key Responsibilities
Functional Consulting & Requirement Gathering
- Engage with business stakeholders to understand processes, pain points, and functional requirements.
- Conduct workshops, interviews, and requirement sessions for ITSM and extended modules (CSM/HRSD/FSM).
- Document business requirements, user stories, workflows, and functional specifications.
Solution Design & Configuration
- Design functional solutions aligned with ServiceNow best practices.
- Configure forms, workflows, business rules, UI policies, ACLs, SLAs, email notifications, and catalog items.
- Build and enhance modules such as:
- ITSM (Incident, Problem, Change, CMDB, Service Catalog, Knowledge)
- CSM (Case Management, Customer Portal, Entitlements, SLAs)
- HRSD (HR Case, HR Services, Employee Document Management)
- FSM (Work Order Management, Scheduling, Dispatch, Asset Management)
Project Implementation
- Support ServiceNow implementations, upgrades, and integrations.
- Work closely with developers, architects, QA teams, and process owners.
- Participate in Agile ceremonies (standups, sprint planning, UAT, retrospectives).
Testing & Documentation
- Prepare and execute test cases (SIT & UAT).
- Ensure documentation for configurations, process flows, and training material.
- Provide functional training and handover to the operations team.
Stakeholder Management & Support
- Act as a functional SME for ITSM and extended ServiceNow modules.
- Address production issues, analyze root causes, and implement improvements.
- Align with ServiceNow roadmap and suggest enhancements.
Required Skills & Experience
- 58+ years of experience as a ServiceNow Functional Consultant.
- Strong functional knowledge of ITSM processes and best practices (ITIL v3/v4).
- Experience in at least one additional module:
- CSM, HRSD, or FSM.
- Ability to build workflows, SLAs, catalog items, and process automations.
- Understanding of ServiceNow platform features (Flow Designer, IntegrationHub, Reporting).
- Experience in gathering and documenting requirements and writing user stories.
- Good understanding of data flows, roles/permissions, and module configurations.
- Excellent communication, stakeholder engagement, and presentation skills.
Preferred Qualifications
- ServiceNow Certifications such as:
- CSA (Certified System Administrator)
- CIS ITSM
- CIS HRSD / CSM / FSM (any one)
- Experience with integrations using REST/SOAP APIs.
- Exposure to Agile / Scrum methodology.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Engineering - Software & QARole Category: Software DevelopmentRole: Back End DeveloperEmployement Type: Full timeContact Details:
Company: CoforgeLocation(s): Noida, Gurugram
Keyskills: Functional Servicenow ITSM Project Management Requirement Gathering Hrsd CSM Business Analysis Stakeholder Management
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