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ServiceNow Functional Consultant - Technology Consulting

Location:  Canberra
Other locations:  Primary Location Only
Salary: Competitive
Date:  21 Jul 2024

Job description

Requisition ID:  1488212




If we inspire you to do the work you love, will you still call it work?


At EY we believe that whoever you are, your uniqueness helps us stand apart.

We bring together extraordinary people, like you, to build a better working world.


What’s in it for you?


Did you know that EY has the fastest growing ServiceNow Practice with over 100 members in our Oceania practice and over 3200 globally. We are continuing to expand our EY ServiceNow team and are searching for passionate individuals who share our commitment to excellence. Transform your ServiceNow career at EY.

We are hiring an enthusiastic and dynamic ServiceNow Functional Consultant who will be crucial in driving the success of our ServiceNow implementation projects. Our ideal candidate will have strong functional expertise and a depth of understanding of the ServiceNow platform and one or more focus product lines. We are currently prioritising functional expertise aligned to: ITSM, SPM, CSM and HRSD.



  • Lead a functional delivery stream to design, plan and implement ServiceNow capability
  • Conduct requirement gathering workshops and collaborate with project teams to ensure client requirements are effectively translated into project plans, including:
    • the design of functional specific applications and modules
    • the design of core platform capabilities that underpin the functional modules (including for example, knowledge base and service catalogue)
    • the design and functionality of the user experience layer as relevant to the functional modules (including for example, employee service centre)
  • Effectively guide the client toward best practice implementation outcomes in alignment with the ServiceNow Implementation Methodology and ITIL best practices (where appropriate)
  • Execute and contribute to Agile Projects
  • Identify and manage potential risks across projects
  • Develop training materials and conduct training sessions with clients
  • Maintain strong relationships with clients and stakeholders
  • Display leadership, mentoring and management for early career team members
  • Effective upwards management to program lead and executives
  • Contribute to business development activities including written proposals, presales activities, functional demonstrations and presentations

What we’re looking for


Here’s our ‘wish list’ but don’t worry if you don’t tick all the boxes. We’re interested in your strengths, what you want to learn, and how far you want to go.

  • Proven experience of ServiceNow Consulting and Implementations, preferably in one or more of ITSM, SPM, CSM, HRSD
  • Strength in requirement gathering and workshop facilitation with the ability to manage conflicting views and challenging participants
  • Demonstrated ability in relationship management and risk management
  • Strong communication skills and ability to adjust communication style for audience
  • Proven leadership skills and ability to mentor and manage early career team members
  • Ability to configure Catalogue Items, and design/brand the Employee Service Centre to medium complexity
  • Ability to design and write knowledge base content
  • Experience in Agile Projects
  • For ITSM specialisation - understanding and experience of ITIL best practice, CMDB, CSDM, Service Design and SIAM
  • For SPM specialisation – understanding and experience of common project management methodologies – agile, waterfall, hybrid, reporting, financials
  • For CSM specialisation – understanding and experience of external service delivery best practices, B2B and B2C workflows, case management and CTI
  • For HRSD specialisation – understanding and experience of HR functional domains, employee experience, workforce redesign, safe workplace, and workspace service delivery
  • ServiceNow Functional Certifications and CSA desirable
  • Bachelor Degree in a related field desirable
  • Domain specific certifications desirable (ITIL, SAFe, etc)

Please note as this role supports our federal government clients, NV1 security clearance is required.


What we can offer you

Acknowledgement of Country


EY acknowledges the Traditional Owners and Custodians of the lands on which EY offices are located around Australia. We pay our respects to their cultures, and to their Elders — past, present, and emerging. Find out more about our vision for reconciliation at


Apply now… we’re over 9,000 perspectives in Australia and we’re ready to welcome yours.

At EY we take inclusivity seriously, and we’re committed to removing barriers and improving the employment prospects of people with disability or long-term health conditions. We encourage you to share any support and adjustments you need to be your best and participate equitably in our recruitment process. We understand sharing your needs with us can be daunting, so if you have questions before or during your application, we welcome you to get in touch at or +61 3 8650 7788 (option 2). Anything you tell us will be kept completely confidential.

The exceptional EY experience. It’s yours to build.



EY | Building a better working world 


Our preferred applicant will be required to undertake employment screening by EY or our external third-party provider.

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