AN Experienced Servicenow Functional Consultant

- Client Technology Services - Enterprise Technology Recruitment Consultancy
Ref: #73978 ServiceNow consultant -
Practice Cloud & Infrastructure -
Technologies ServiceNow -
Location Amsterdam , Netherlands -
Type Contract ServiceNow SOM & CSM Consultant - Remote Role Overview
We are looking for an experienced ServiceNow Functional Consultant with strong expertise across Sales & Order Management (SOM) and Customer Service Management (CSM) . The consultant will lead functional design, requirements gathering, configuration, and delivery of SOM/CSM capabilities within enterprise ServiceNow programmes.
This role suits someone who can translate business processes into scalable ServiceNow solutions, run workshops, write user stories, and collaborate closely with technical teams. Key Responsibilities -
Lead functional design and solution workshops for SOM & CSM -
Analyse business processes, perform gap assessments, and define target workflows -
Configure SOM : -
Product & service modelling -
Order capture & fulfilment workflows -
Pricing, catalog rules, and order lifecycle -
Configure CSM : -
Case management -
Entitlements, SLAs, knowledge, portals -
Playbooks & agent workspace -
Create user stories , acceptance criteria, and functional documentation -
Support UAT , defect triage, and hypercare -
Work with developers on integrations, data models, and platform governance -
Ensure alignment with ServiceNow best practices and Agile delivery -
Participate in sprint ceremonies and stakeholder reviews Required Skills & Experience -
Hands‑on implementation experience in SOM and CSM