Senior Functional Consultant

Overview

Senior Business Analyst / Functional Consultant within Computacenter’s Group Information Services. You will analyze enhancement requests, define requirements, and lead workshops with cross-functional teams to deliver enhancements and new components. The role involves coordinating internal and external delivery, aligning with ITIL practices, and ensuring robust testing and documentation. You will work in a distributed Agile environment, contributing to standardisation and process improvements that support the company’s IT service management capabilities.

Responsibilities

• Analyse enhancement requests with users and stakeholders and prioritise them for delivery.
• Define requirements, processes, procedures and reporting for new modules and components.
• Lead workshops to align requirements across technical and business teams.
• Own delivery of enhancements and new systems, ensuring thorough testing against functional requirements.
• Work in geographically dispersed Agile teams, write user stories, conduct show & tell sessions, perform functional testing, and create project documentation.
• Produce project plans, highlight reports, and risk/issue logs as needed.

Key requirements

• 7+ years in a similar Business Analyst / Project Management role
• Last 3+ years in IT Service Management
• Experience leading BA and PM on application development projects in mid-large organisations
• Strong ServiceNow experience: ITSM, FSM, HRSD, SPM, and integration capabilities
• ServiceNow administration experience (workflows, CMS, UI actions, ACLs, catalog items, etc.)
• Understanding of ITIL processes (Incident, Problem, Change, Release, Configuration)
• Experience in hybrid Agile/Scrum/Waterfall environments
• Ability to write high-quality requirements documents, test plans, and user guides
• Ability to lead technical teams and perform hands-on functional testing
• Strong communication and stakeholder influence skills
• End-to-end SDLC experience

• excellent communicator
• ability to drive and influence across the organisation
• ownership mindset
• ServiceNow ITSM
• ServiceNow FSM
• ServiceNow HRSD

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