Senior ServiceNow Functional / ITSM Process Consultant

About the role

We are looking for a senior ServiceNow Functional / ITSM Process Consultant to lead a strategic review, redesign and optimisation of enterprise ServiceNow workflows for a client in Dubai. The role bridges executive business stakeholders and the central ServiceNow development team, focusing on functional analysis, process re‑engineering and user adoption.

Key responsibilities

• Conduct end‑to‑end assessments of Incident, Request, Change, Problem, Service Catalog, CMDB and Asset Management processes to identify gaps and optimisation opportunities.
• Redesign and simplify the Service Catalog, aligning it with ITIL v4 best practices, clear SLAs and streamlined request flows.
• Facilitate stakeholder workshops, capture requirements and produce Functional Requirement Documents and user stories for the development team.
• Evaluate CMDB and Asset Management data structures, define governance policies and improve data health.
• Define operational KPIs, design executive dashboards and SLA scorecards.
• Develop and deliver change‑management and user‑adoption programmes, including training collateral and enablement sessions.

Required profile

• 7+ years of ServiceNow functional consulting experience in enterprise environments.
• Strong practical knowledge of ITIL v4 across core ITSM modules.
• Proven ability to lead workshops, perform FIT‑GAP analyses and produce developer‑ready functional specifications.
• Excellent communication and stakeholder‑management skills, with a track record of driving user adoption.
• Based in the UAE and able to work 100 % on‑site in Dubai.

Required skills

• ServiceNow
• ITIL v4
• CMDB
• Asset Management
• KPI Metrics
• Change Management