Functional Consultant
1 day ago
City Of London
Senior ServiceNow Functional Consultant Role: Senior Functional Consultant / Workstream Lead Client: Financial Services Programme: Regulatory Transformation Programme Location: Remote First (UK Hours) with occasional sessions in London Start Date: January 2026 Duration: 12 Months (Initial) IR35 Status: Expected Outside IR35 Role Overview We are engaging a team of senior experts to lead the delivery of core ITSM workstreams within a high-priority, regulatory-driven programme for a major financial services client We are looking for a Functional Consultant who operates at the intersection of business analysis and technical delivery. You will not just be gathering requirements; you will be shaping the solution direction, challenging stakeholders, and performing hands-on configuration to bring the design to life. You will act as the "Lead" for one of three critical workstreams (Incident/Problem, Change, or Service Excellence), operating with high autonomy to bridge the gap between complex FS regulations and the ServiceNow platform. Key Responsibilities 1. Strategic Definition & Requirement Shaping • Lead workshops with senior business stakeholders (e.g., Major Incident Managers, Risk & Audit teams) to tease out complex, often ambiguous requirements., • Translate high-level regulatory mandates into functional user stories and technical process maps., • Challenge the business on "Needs vs. Wants" to ensure the solution remains standard, scalable, and compliant. 2. Functional Design & Hands-on Configuration • Take ownership of the solution design for your assigned modules (e.g., designing the Change Management workflow to meet audit standards)., • Perform hands-on configuration within the platform (Flow Designer, UI Policies, ACLs, Form Design) to prototype and build the solution., • Note: This is not a heavy coding role, but you must be capable of configuring the platform without relying on a developer for every minor change. 3. Governance & Stakeholder Management • Act as the primary point of contact for your workstream, reporting progress to the Programme Director and Technical Design Authority., • Manage the delicate balance between operational speed and regulatory compliance., • Collaborate with the technical team (offshore/onshore) to hand off complex scripting or integration requirements while maintaining quality control. The Workstreams Successful candidates will be assigned to lead one of the following streams based on expertise: • Incident & Problem: Focusing on reactive vs. proactive processes, major incident handling, and root cause analysis structures., • Change Management: A high-governance role focusing on audit compliance, risk assessment logic, and standard/normal/emergency workflows., • Service Excellence: Focusing on the "Front Door" of IT—Request Management, Service Level Management (SLA/OLA), Knowledge, and Service Desk interaction. Candidate Profile (The "Non-Negotiables") To succeed in this role, you must be a self-starter who does not require close supervision. • Experience: 6–15 years of experience in ServiceNow delivery, with a clear focus on Functional Consulting., • Industry Background: Mandatory Financial Services experience (ideally large-scale/Tier 1 financial services or banking). You must understand the rigour of a regulated environment., • Technical Capability: You are not just a BA. You must have hands-on skills to configure and demo solutions in ServiceNow (Certified System Administrator + CIS in ITSM preferred)., • Consulting Mindset: Proven ability to navigate political environments, manage difficult stakeholders, and "hunt" for information rather than waiting to be fed requirements., • Module Knowledge: Deep understanding of OOTB (Out of the Box) capabilities for Incident, Problem, Change, Request, and Knowledge. Why This Role? • High Autonomy: You will own your workstream end-to-end, functioning as the "Product Owner" for your area., • Regulatory Impact: This is not a "keep the lights on" project; it is a critical transformation triggered by regulation, giving it high visibility within a financial services company., • Hybrid Scope: Perfect for a consultant who loves the platform but enjoys the business strategy side—you will spend 50% of your time facing the business and 50% in the platform. Interview Process: 2 Stages (Remote + potential Face-to-Face final) Next Steps: Shortlisting immediately for Jan 2026 start.