Role – Senior Consultant
Technology – ServiceNow Functional Consultant
Location – United kingdom, Warwick

Key Skills:

• Technical: ServiceNow ITSM, ITIL, process design, functional consulting, requirements analysis, solution design, CMDB, service catalogue, workflow design, user stories, acceptance criteria, UAT, Agile delivery, reporting and stakeholder management.

Soft Skill:

• Strong understanding of ITIL processes, ITSM operating models and ServiceNow platform capabilities.
• Strong analytical, problem-solving and solution design skills.
• Excellent stakeholder management, facilitation, verbal communication and written communication skills.
• Experience working across the full project lifecycle from discovery and design through to implementation, adoption and continuous improvement.
• Experience working with geographically distributed customers and onshore/offshore delivery teams.
• Ability to work cross-functionally, influence decisions, coordinate across teams and share information to support aligned delivery.

Key Responsibilities:

• Lead functional discovery, process design and requirement validation workshops with business stakeholders, product owners and delivery teams.
• Translate business requirements into scalable ServiceNow functional designs aligned with ITIL, ITSM best practices and platform out-of-the-box capabilities.
• Define and govern future-state processes, workflows, service catalogue structures, approval models, SLAs and user experience flows.
• Provide functional direction on process design, solution options, requirement prioritiation and ServiceNow capability fitment.
• Review and approve functional specifications, user stories, acceptance criteria, process flows and solution design documentation.
• Act as the functional liaison between business stakeholders, architects, developers, testers and project delivery teams to ensure requirements are clearly understood and implemented.
• Support backlog refinement, sprint planning, solution walkthroughs, demos, UAT planning, defect triage and business validation activities.
• Support business readiness, training, change adoption, go-live transition, hypercare and continuous improvement activities.
• Guide and mentor business analysts and functional team members, providing day-to-day direction and quality assurance across deliverables.
• Build trusted relationships with senior stakeholders and communicate complex functional concepts clearly to both technical and non-technical audiences.

About Us

Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

All aspects of the hiring process and employment at Infosys are based on merit, competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Infosys is proud to be an equal opportunity employer