ServiceNow Functional Consultant

Datamatics Technologies

Key Responsibilities

• Implement, standardize, and optimize Risk, Policy & Compliance, Business Continuity Management, and SecOps modules within ServiceNow.
• Design and implement ServiceNow GRC/IRM solutions aligned with industry best practices.
• Configure and customize policies, controls, indicators, risk frameworks, audit test plans, attestations, and assessments.
• Configure and manage IRM portals for governance and compliance workflows.

2. Business Continuity & Risk Management

• Design and implement Business Impact Analysis (BIA) workflows within ServiceNow.
• Develop and manage Business Continuity Plans (BCP) including plan creation, lifecycle management, reviews, and testing.
• Integrate business continuity plans with risks, business processes, and enterprise assets.
• Support risk assessments and compliance monitoring across the organization.

3. Process Design & Optimization

• Re-engineer existing governance, risk, and compliance processes to improve productivity, service quality, and operational efficiency.
• Design and implement new processes ensuring alignment with regulatory and organizational standards.
• Ensure strong stakeholder engagement and buy-in during process redesign initiatives.

4. Functional Implementation & Collaboration

• Lead functional implementations for designed or re-engineered processes.
• Collaborate closely with ServiceNow technical teams to translate functional requirements into system configurations and customizations.
• Work within an Agile delivery model, participating in sprint planning, backlog refinement, and solution validation.

5. Documentation, Training & Change Management

• Prepare comprehensive process documentation, functional specifications, test scripts, and training materials.
• Support organizational change management initiatives during tool and process implementations.
• Conduct operational training sessions for end users and stakeholders.

6. Reporting & Performance Measurement

• Define and implement KPI measurement frameworks for governance, risk, and compliance operations.
• Configure dashboards and reporting mechanisms within ServiceNow.
• Provide insights to stakeholders on risk posture, compliance status, and operational performance.

Required Skills & Experience

• Strong experience with ServiceNow IRM / GRC modules including:
  • Risk Management
  • Policy & Compliance Management
  • Audit Management
  • Business Continuity Management
  • SecOps
• Hands-on experience configuring risk frameworks, policies, controls, indicators, and compliance workflows.
• Experience designing and implementing Business Impact Analysis (BIA) and Business Continuity Plans (BCP).
• Strong understanding of risk management frameworks and compliance standards.
• Experience working with Agile delivery methodologies.
• Excellent stakeholder communication and requirement gathering skills.

Preferred Qualifications

• ServiceNow IRM / GRC Certification or equivalent ServiceNow certifications.
• Experience working in large enterprise environments with multiple service providers.
• Familiarity with IT governance, risk, and compliance frameworks (ISO 27001, NIST, COBIT, etc.).
• Experience implementing SecOps workflows and integrations.

Key Competencies

• Strong functional consulting and solution design capability
• Business process reengineering expertise
• Stakeholder management and communication skills
• Analytical and problem-solving mindset
• Ability to bridge business and technical teams effectively