Servicenow Functional Consultant

Job description

***"We request only interested candidates to respond to this email or who can attend F2F interview on 8th Aug, Saturday at our office Gachibowli"*** **Key Responsibilities** - Manage entitlement-related cases through **Agent AI/Virtual Agent** and ensure alignment with business rules. - Analyze entitlement dashboards and define business rules, automation logic, and decision workflows. - Configure and optimize **case routing, assignment rules, decision trees, and workflows** in ServiceNow. - Gather requirements, conduct workshops, and create **BRDs, user stories, process flows, and functional specifications**. - Collaborate with Order Management, Licensing, Pricing, Product, and ServiceNow teams. - Support **UAT, test scenarios, automation validation**, and process improvements. - Identify workflow gaps and recommend enhancements to improve automation and Agent AI effectiveness. **Required Skills** - Strong experience in **ServiceNow CSM (Customer Service Management), Case Management, or Entitlement Management**. - Good understanding of **entitlements, licensing, case triage, support processes, and workflow automation**. - Experience with **Agent AI, Virtual Agent, Flow Designer, business rules, decision trees, and case routing**. - Ability to analyze dashboards, reports, and operational data to drive decisions. - Strong requirement gathering, stakeholder management, documentation, and problem-solving skills. - Experience in **BRD creation, User Stories, Process Mapping, and UAT**. **Preferred Keywords:** ServiceNow CSM, Case Management, Entitlement Management, Agent AI, Virtual Agent, Flow Designer, Workflow Automation, Assignment Rules, Business Analyst, Functional Consultant, Licensing, UAT, BRD.