Functional Consultant
Posted 3 days ago by Empresaria Group plc
Negotiable
Outside
Remote
City Of London, England, United Kingdom
Summary: The Senior ServiceNow Functional Consultant will lead the delivery of core ITSM workstreams for a regulatory transformation programme in the financial services sector. This role requires a blend of business analysis and technical delivery, with responsibilities including shaping solution direction and performing hands-on configuration. The consultant will operate with high autonomy, managing stakeholder relationships and ensuring compliance with complex regulations. The position is remote-first with occasional sessions in London, starting in January 2026 for an initial duration of 12 months.
Key Responsibilities:
- Lead workshops with senior business stakeholders to gather and shape complex requirements.
- Translate regulatory mandates into functional user stories and technical process maps.
- Take ownership of solution design and perform hands-on configuration within the ServiceNow platform.
- Act as the primary point of contact for the workstream, reporting progress to the Programme Director.
- Collaborate with technical teams to manage complex scripting or integration requirements.
Key Skills:
- 6–15 years of experience in ServiceNow delivery with a focus on Functional Consulting.
- Mandatory experience in the Financial Services industry, particularly in regulated environments.
- Hands-on skills to configure and demo solutions in ServiceNow (Certified System Administrator + CIS in ITSM preferred).
- Proven ability to navigate political environments and manage difficult stakeholders.
- Deep understanding of OOTB capabilities for Incident, Problem, Change, Request, and Knowledge.
Salary (Rate): undetermined
City: City Of London
Country: United Kingdom
Working Arrangements: remote
IR35 Status: outside IR35
Seniority Level: undetermined
Industry: IT
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
- 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.
- 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.
- 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.