ServiceNow Functional consultant

• Practice Cloud & Infrastructure

• Technologies ServiceNow

• Location Amsterdam , Netherlands

• Type Contract

ServiceNow SOM & CSM Functional Consultant – Remote

📌 Role Overview

We are looking for an experienced ServiceNow Functional Consultant with strong expertise across Sales & Order Management (SOM) and Customer Service Management (CSM). The consultant will lead functional design, requirements gathering, configuration, and delivery of SOM/CSM capabilities within enterprise ServiceNow programmes.

This role suits someone who can translate business processes into scalable ServiceNow solutions, run workshops, write user stories, and collaborate closely with technical teams.

🧩 Key Responsibilities

• Lead functional design and solution workshops for SOM & CSM

• Analyse business processes, perform gap assessments, and define target workflows

• Configure SOM:

  • Product & service modelling

  • Order capture & fulfilment workflows

  • Pricing, catalog rules, and order lifecycle

• Configure CSM:

  • Case management

  • Entitlements, SLAs, knowledge, portals

  • Playbooks & agent workspace

• Create user stories, acceptance criteria, and functional documentation

• Support UAT, defect triage, and hypercare

• Work with developers on integrations, data models, and platform governance

• Ensure alignment with ServiceNow best practices and Agile delivery

• Participate in sprint ceremonies and stakeholder reviews

🧠 Required Skills & Experience

• 4–8+ years of ServiceNow functional consulting

• Hands‑on implementation experience in SOM and CSM

• Strong understanding of lead‑to‑cash, order management, and customer service processes

• Experience with:

  • Flow Designer

  • Service Catalog & Request Workflows

  • Product Catalog modelling

  • Case lifecycle design

  • Entitlements & SLAs

• Ability to write high‑quality user stories and functional specs

• Strong stakeholder management and communication skills

• Experience working with distributed/remote teams

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