ServiceNow Functional Consultant (Remote)

POSITION SUMMARY

We are seeking an experienced ServiceNow Functional Consultant to support a SAP-led enterprise transformation programme in Singapore.

The successful candidate will be responsible for the end-to-end functional delivery of ServiceNow solutions, covering requirements gathering, functional design, configuration, system integration testing (SIT), user acceptance testing (UAT), training, cutover, go-live and hypercare support.

The role requires strong ServiceNow functional and configuration experience, together with a good understanding of SAP MM, SD, FI and PS processes and the functional requirements involved in integrating ServiceNow with SAP.

KEY RESPONSIBILITIES

Requirements Gathering and Functional Design

• Gather, analyse and document business requirements.
• Conduct fit-gap analysis against standard ServiceNow capabilities and identify configuration versus customisation requirements.
• Prepare and review Functional Design Documents (FDDs), process flows, user stories and functional specifications.
• Define requirements for forms, data, roles, access, approvals, notifications, reporting and integrations.
• Maintain requirement traceability across requirements, design, testing and deployment.
• Work closely with ServiceNow developers to clarify functional requirements and support solution design.
• Assess change requests and document their functional and delivery impact.

ServiceNow Configuration

• Configure ServiceNow tables, forms, lists, views, UI Policies, Data Policies, notifications, SLAs and assignment rules.
• Configure Service Catalog items, Record Producers and approval processes.
• Configure Flow Designer flows and workflow requirements.
• Configure users, groups, roles and access in accordance with security and segregation-of-duties requirements.
• Develop reports and dashboards to support business and operational reporting.
• Manage configuration migration using Update Sets across development, test and production environments.

Custom Applications and Complex Workflows

• Support the design and implementation of custom ServiceNow applications beyond standard ITSM processes.
• Design complex workflows involving conditional routing, multi-level approvals, parallel and sequential approvals, escalations and delegations.
• Define approval matrices based on business rules, organisational hierarchy, value thresholds and other relevant business parameters.
• Work with developers on Flow Designer, Workspace and portal/Employee Service Centre requirements.
• Ensure appropriate status tracking, audit trails and reporting requirements are incorporated into workflows.

SAP Integration

• Understand SAP MM, SD, FI and PS business processes and their interaction with ServiceNow.
• Define functional requirements for ServiceNow–SAP integrations.
• Document integration trigger points, business objects, field mappings, status synchronisation and error-handling requirements.
• Work with SAP functional consultants, integration/middleware teams and ServiceNow developers to align functional and technical requirements.
• Support end-to-end integration testing and coordinate resolution of functional integration issues.

Testing and Defect Management

• Develop SIT scenarios and detailed test cases covering positive, negative and end-to-end integration scenarios.
• Prepare test data and identify transactional dependencies.
• Execute SIT and document test results and supporting evidence.
• Log, analyse and track defects through resolution.
• Coordinate with development teams for defect investigation, fixes, retesting and regression testing.
• Prepare UAT scripts and support business users throughout UAT.
• Identify and classify issues as defects, change requests or training requirements.

Training, Cutover and Go-Live

• Prepare user guides, process documentation, quick reference guides and training materials.
• Conduct end-user and train-the-trainer sessions.
• Support cutover planning, configuration migration, data loads, role provisioning and integration switch-on activities.
• Perform post-deployment validation and smoke testing.
• Provide go-live and hypercare support.
• Support transition to BAU/support teams and knowledge transfer.

REQUIRED EXPERIENCE AND SKILLS

• 5–8+ years of ServiceNow functional consulting experience.
• Experience delivering at least 2–3 full ServiceNow implementation lifecycles from requirements through go-live.
• Strong hands-on experience in ServiceNow functional configuration.
• Experience with custom applications and complex workflows beyond standard ITSM.
• Strong experience in requirements gathering, functional specifications, FDDs and process mapping.
• Good understanding of SAP MM, SD, FI and PS processes.
• Experience defining or supporting ServiceNow–SAP integration requirements.
• Strong experience in SIT, UAT, defect management and functional testing.
• Experience supporting training, cutover, go-live and hypercare activities.
• Good working knowledge of ServiceNow Flow Designer, Workflow, Service Catalog, Record Producers, Service Portal/Employee Service Centre, Forms, UI Policies, Data Policies, Notifications, SLAs, Reports, Dashboards and Update Sets.
• Functional understanding of IntegrationHub and REST integrations.
• Strong written and verbal communication skills.
• Ability to work effectively with business stakeholders, developers, SAP consultants and integration teams.

DESIRABLE EXPERIENCE

• Experience in SAP S/4HANA transformation or implementation programmes.
• Experience with ServiceNow ITSM, CSM, SPM, Procurement Service Management or HR Service Delivery.
• Experience with Jira, Azure DevOps or HP ALM.
• Experience working in Agile, Scrum or hybrid delivery environments.
• ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS).
• Experience working with distributed onshore/offshore teams across multiple locations and time zones.

ROLE EXPECTATION

The successful candidate will act as the functional bridge between business stakeholders, ServiceNow development teams, SAP functional teams and integration teams.

The consultant is expected to take ownership of ServiceNow functional design and configuration, SAP integration requirements, testing, UAT support, training and go-live readiness, ensuring requirements are translated into effective and deliverable ServiceNow solutions.

Immediate availability is preferred due to project timelines.