ServiceNow Functional Consultant
Singapore, Singapore
Contracted to Full Time
Experienced
About Us
Abeam Consulting is a global professional services company that specializes in delivering business transformation and technology solutions to clients across a wide range of industries. With a global presence and over 9000 employees worldwide we aim to be the transformation partner of choice for all of our clients.
Key Responsibilities
1. Requirements Gathering & Functional Design (FDD)
This individual will own:
ServiceNow Functional Design + Configuration + SAP Logistics Integration Requirements + Testing, Training & Go-Live Readiness
and ensure these are delivered as one coherent solution, from first workshop to stable hypercare.
Why Join Us
At Abeam Consulting, we place a strong emphasis on collaboration, and helping our employees grow and develop their skills, offering a supportive and empowering work environment. With a presence in multiple countries and a diverse range of clients, Abeam Consulting offers an exciting and dynamic workplace for individuals looking to build a career in consulting. Abeam Consulting has also recently joined SAP’s regional strategic partner initiative as their first regional partner in the region and has also been recognized by UiPath as a Diamond Partner in providing RPA solutions. With such accolades, we aim to continue driving enterprise and digital transformation initiatives in order to transform the way people work and communicate in the digital age. In addition, our industry team is working tirelessly in order to bring more solutions to the banking and finance sector.
Abeam Consulting is a global professional services company that specializes in delivering business transformation and technology solutions to clients across a wide range of industries. With a global presence and over 9000 employees worldwide we aim to be the transformation partner of choice for all of our clients.
Role Overview
We are looking for an experienced ServiceNow Functional Consultant to own the functional delivery of ServiceNow solutions within a SAP-led enterprise transformation programme. The role focuses on custom applications and complex workflows, supported by a solid understanding of how ServiceNow processes integrate with SAP logistics (MM, SD, FI and PS).
This is a hands-on functional role covering the full delivery lifecycle — Functional Design Documents (FDD), configuration, SIT and UAT, end-user training, cutover and go-live. The consultant acts as the bridge between the client, business users, and the ServiceNow development team, ensuring that what is built matches what the business needs.
Immediate availability only due to project timelines.We are looking for an experienced ServiceNow Functional Consultant to own the functional delivery of ServiceNow solutions within a SAP-led enterprise transformation programme. The role focuses on custom applications and complex workflows, supported by a solid understanding of how ServiceNow processes integrate with SAP logistics (MM, SD, FI and PS).
This is a hands-on functional role covering the full delivery lifecycle — Functional Design Documents (FDD), configuration, SIT and UAT, end-user training, cutover and go-live. The consultant acts as the bridge between the client, business users, and the ServiceNow development team, ensuring that what is built matches what the business needs.
Key Responsibilities
1. Requirements Gathering & Functional Design (FDD)
- Conduct fit/gap analysis against standard ServiceNow capabilities and recommend configuration versus customisation.
- Understand Functional Design Documents (FDD) prepared by client covering process flows, data model, forms, roles and access, approval rules, notifications, reports, and integration touchpoints.
- Walk developers through FDDs, clarify functional queries during build, and obtain client sign-off on technical designs.
- Assess and document change requests against approved designs, including impact on build, testing, and timelines.
- Maintain a requirement traceability matrix (RTM) linking requirements to design, test cases, and deployment.
- Configure ServiceNow using platform capabilities: tables, forms, lists, views, UI Policies, Data Policies, Service Catalog items, record producers, variables, notifications, SLAs, and assignment rules.
- Configure Flow Designer flows and approval rules for standard scenarios; identify where scripting or custom development is required and hand over clear specifications to developers.
- Configure users, groups, roles, and access in line with security and segregation-of-duties requirements.
- Build reports and dashboards to support business tracking and operational monitoring.
- Manage configuration through Update Sets and support migration across development, test, and production instances.
- Define the technical design of custom scoped applications that go beyond standard ITSM processes.
- Design complex, multi-level workflows — conditional branching, parallel and sequential approvals, escalations and delegation.
- Define approval matrices driven by value thresholds, organisational hierarchy, plant, sales organisation, and cost centre.
- Work with developers on Flow Designer, Workspace, and portal user experience to ensure solutions are usable and fit for purpose.
- Ensure audit trails, status tracking, and compliance reporting are designed into every workflow.
- Understand SAP logistics processes — MM, SD, FI and PS — and how they map to ServiceNow workflows.
- Define functional integration requirements between ServiceNow and SAP: trigger points, business objects (materials, vendors, customers, purchase orders, sales orders, deliveries, goods movements), field mapping, status synchronisation, and error handling.
- Work with SAP functional consultants, middleware teams (MuleSoft), and ServiceNow developers to align interface specifications.
- Validate end-to-end integration scenarios across ServiceNow and SAP, analyse failures, and coordinate fixes across teams.
- Write test scenarios and detailed test cases (positive, negative, and end-to-end integration) derived from the FDD.
- Prepare test data and transactional data dependencies.
- Execute SIT, record results and evidence, and log defects in the project defect tracking tool.
- Work closely with developers to reproduce, triage, and resolve defects; perform retesting and regression testing.
- Report SIT progress, defect status, and exit-criteria readiness to the Test Lead and PMO.
- Prepare UAT scripts and support business users throughout UAT execution.
- Act as the first point of contact for client functional queries; classify issues as defect, change request, or training need.
- Coordinate resolution with the development team, keep the client updated, and drive issues to closure and UAT sign-off.
- Manage client expectations and escalate risks and blockers in a timely manner.
- Prepare training materials — user guides, quick reference guides, process walkthroughs, and demo recordings.
- Conduct end-user training and train-the-trainer sessions, onsite or remote.
- Provide knowledge transfer to the client support and platform administration teams.
- Contribute to the cutover plan — configuration migration, data loads, integration switch-on, role provisioning, and validation checks.
- Execute and validate cutover activities, and perform post-deployment smoke testing.
- Provide go-live and hypercare support — monitor issues, resolve incidents, and manage handover to BAU support.
Requirements
- Minimum 5–8 years of ServiceNow functional / consulting experience, with at least 2–3 full-lifecycle implementations from requirements through go-live.
- Strong hands-on ServiceNow configuration experience.
- Proven experience delivering custom applications and complex, multi-level workflows beyond standard ITSM.
- Good understanding of SAP logistics processes (MM, SD, FI and PS) and how ServiceNow integrates with SAP.
- Strong experience writing Functional Design Documents, process flows, and user stories.
- Strong testing experience — test scenarios, test cases, SIT execution, and defect management.
- Experience supporting UAT and working directly with client business users to resolve issues.
- Experience preparing training materials and conducting end-user training.
- Experience in cutover planning, go-live execution, and hypercare support.
- Working knowledge of the ServiceNow toolset:
- Flow Designer, Approval Engine, Workflow Editor
- Service Catalog, Record Producers, Service Portal / Employee Service Centre (ESC)
- Forms, UI Policies, Data Policies, Notifications, SLAs
- Reporting, Dashboards, Performance Analytics
- Update Sets and instance management
- IntegrationHub and REST integrations (functional understanding)
- Excellent written and spoken English, with the ability to present to client stakeholders.
Preferred Experience
Experience in several of the following areas would be advantageous:- Experience in SAP S/4HANA implementation programmes — understanding of RICEFW, the SAP project lifecycle, and collaboration with SAP workstreams.
- ServiceNow modules such as ITSM, CSM, SPM, Procurement Service Management, or HR Service Delivery.
- Test management tools such as Jira, Azure DevOps, or HP ALM.
- Agile / Scrum or hybrid delivery methodologies.
- ServiceNow Certified System Administrator (CSA) and Certified Implementation Specialist (CIS) certifications.
- Experience working with onshore/offshore delivery teams across multiple time zones.
Key Competencies
The successful candidate should demonstrate:- Business-first thinking — understands the business process before proposing a platform solution.
- Client-facing communication — able to run workshops, explain system behaviour to non-technical users, and handle difficult conversations with confidence.
- Structured documentation — produces clear, complete, and sign-off-ready FDDs, test cases, and training material.
- Quality mindset — thorough in testing, attention to detail, and does not pass defects downstream.
- Problem-solving — able to trace issues across ServiceNow, middleware, and SAP to find the root cause.
- Strong ownership and accountability — takes end-to-end responsibility for functional delivery.
- Collaborative working style — works effectively with developers, SAP consultants, PMO, client IT, and business users.
- Adaptability — able to work across multiple concurrent workstreams in a fast-paced programme environment.
Role Expectation
The successful candidate will serve as the ServiceNow functional lead within a SAP-led enterprise transformation programme. They are expected to translate business needs into clear designs, make sure the team builds and tests the right solution, and bring the client through UAT, training, and go-live with confidence.This individual will own:
ServiceNow Functional Design + Configuration + SAP Logistics Integration Requirements + Testing, Training & Go-Live Readiness
and ensure these are delivered as one coherent solution, from first workshop to stable hypercare.
Why Join Us
At Abeam Consulting, we place a strong emphasis on collaboration, and helping our employees grow and develop their skills, offering a supportive and empowering work environment. With a presence in multiple countries and a diverse range of clients, Abeam Consulting offers an exciting and dynamic workplace for individuals looking to build a career in consulting. Abeam Consulting has also recently joined SAP’s regional strategic partner initiative as their first regional partner in the region and has also been recognized by UiPath as a Diamond Partner in providing RPA solutions. With such accolades, we aim to continue driving enterprise and digital transformation initiatives in order to transform the way people work and communicate in the digital age. In addition, our industry team is working tirelessly in order to bring more solutions to the banking and finance sector.
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