Job Specification: Senior ServiceNow Functional Consultant

Role: Senior Functional Consultant / Workstream Lead
Client: Major International Bank (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 international bank.
We are looking for a Senior 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 banking regulations and the ServiceNow platform.

Key Responsibilities

1. 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.

2. 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.

3. 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 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?

1. 
   High Autonomy: You will own your workstream end-to-end, functioning as the "Product Owner" for your area.
2. 
   Regulatory Impact: This is not a "keep the lights on" project; it is a critical transformation triggered by regulation, giving it high visibility within the bank.
3. 
   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.