The ServiceNow Functional Solution Consultant (CSM/ITSM) is a hands-on role that owns the functional journey from demand intake through build, test, release, and adoption. The role shapes demand into clear outcomes and leverages out-of-the-box ServiceNow capabilities wherever possible to minimize customization, reduce rework, and accelerate time to value. Acting as the functional link between stakeholders and ServiceNow development teams, this role ensures requirements are build-ready, testable, and released with the right enablement to drive consistent adoption.

Key Responsibilities

• Own demand-to-delivery execution for ServiceNow enhancements across CSM and ITSM, from SPI demand intake through release and adoption.
• Run intake triage and discovery to clarify problem statement, scope, outcomes, constraints, and dependencies.
• Translate needs into functional designs aligned to standard CSM/ITSM capabilities (case/incident, tasking, SLAs, assignment, email, knowledge, portals, reporting).
• Produce build-ready user stories with acceptance criteria, edge cases, and non-functional considerations (auditability, security/roles, performance, supportability).
• Partner with ServiceNow developers to refine solution options, confirm feasibility, and reduce custom build through configuration-first patterns and reuse.
• Partner with Rollout, Transition, & Support (RTS) for end-to-end testing, including test strategy, test scripts, UAT planning, defect triage, and readiness for sign-off.
• Validate delivered functionality against requirements and confirm operational readiness (support model, known errors, runbooks where needed).
• Act as the functional source of truth for release communications and job aids—working with enablement/RTS partners to package changes for the user base.
• Track progress, risks, and blockers across the delivery lifecycle and drive timely decisions to keep delivery on schedule.