Senior ServiceNow Functional Consultant

About the role

Infosys is seeking a Senior ServiceNow Functional Consultant to lead functional discovery and design activities for clients in the United Kingdom. You will translate business needs into scalable ServiceNow solutions, ensuring alignment with ITIL and ITSM best practices.

Key responsibilities

• Lead workshops with business stakeholders, product owners and delivery teams to capture and validate requirements.
• Translate requirements into functional designs, process flows, service catalogue structures, approval models, SLAs and user‑experience specifications.
• Review and approve functional specifications, user stories, acceptance criteria and solution design documentation.
• Act as the functional liaison between business, architects, developers, testers and delivery teams throughout the project lifecycle.
• Support backlog refinement, sprint planning, solution walkthroughs, UAT planning, defect triage and business validation.
• Facilitate business readiness activities, training, change adoption, go‑live transition, hyper‑care and continuous improvement.
• Mentor junior business analysts and functional team members, ensuring quality of deliverables.
• Build trusted relationships with senior stakeholders and communicate complex functional concepts clearly.

Required profile

• Strong understanding of ITIL processes and ITSM operating models.
• Proven experience delivering end‑to‑end ServiceNow projects across the full lifecycle.
• Excellent stakeholder management, facilitation, verbal and written communication skills.
• Ability to work with geographically distributed customers and on‑shore/off‑shore delivery teams.
• Analytical, problem‑solving mindset with a focus on solution design.

Required skills

• ServiceNow ITSM
• ITIL
• CMDB
• ServiceNow workflow design
• Service catalogue configuration