ServiceNow Functional Consultant

Salary: £24,000 - 59,000 per year

Requirements:

• We need strong experience in ServiceNow ITSM, ITIL, process design, functional consulting, requirements analysis, solution design, CMDB, service catalogue, workflow design, user stories, acceptance criteria, UAT, Agile delivery, reporting, and stakeholder management.
• We need a strong understanding of ITIL processes, ITSM operating models, and ServiceNow platform capabilities.
• We need strong analytical, problem-solving, and solution design skills.
• We need excellent stakeholder management, facilitation, verbal communication, and written communication skills.
• We need experience working across the full project lifecycle, from discovery and design through to implementation, adoption, and continuous improvement.
• We need experience working with geographically distributed customers and onshore/offshore delivery teams.
• We need the ability to work cross-functionally, influence decisions, coordinate across teams, and share information to support aligned delivery.

Responsibilities:

• We lead functional discovery, process design, and requirement validation workshops with business stakeholders, product owners, and delivery teams.
• We translate business requirements into scalable ServiceNow functional designs aligned with ITIL, ITSM best practices, and platform out-of-the-box capabilities.
• We define and govern future-state processes, workflows, service catalogue structures, approval models, SLAs, and user experience flows.
• We provide functional direction on process design, solution options, requirement prioritisation, and ServiceNow capability fitment.
• We review and approve functional specifications, user stories, acceptance criteria, process flows, and solution design documentation.
• We act as the functional liaison between business stakeholders, architects, developers, testers, and project delivery teams to ensure requirements are clearly understood and implemented.
• We support backlog refinement, sprint planning, solution walkthroughs, demos, UAT planning, defect triage, and business validation activities.
• We support business readiness, training, change adoption, go-live transition, hypercare, and continuous improvement activities.
• We guide and mentor business analysts and functional team members, providing day-to-day direction and quality assurance across deliverables.
• We build trusted relationships with senior stakeholders and communicate complex functional concepts clearly to both technical and non-technical audiences.

Technologies:

• AI
• CMDB
• Support
• ITIL
• ITSM
• ServiceNow

More:

We are Infosys, a global leader in next-generation digital services and consulting, helping clients in more than 50 countries navigate their digital transformation. With over four decades of experience supporting global enterprises, we combine an AI-powered core with agile digital delivery to drive performance and customer delight. We are committed to continuous learning, building and transferring digital skills through our innovation ecosystem, and we hire based on merit, competence, and performance. We also embrace diversity and are proud to be an equal opportunity employer. The role is based in Warwick, United Kingdom, with work location information also referencing London, United Kingdom.

last updated 35 week of 2026