Senior ServiceNow Functional Consultant -B2B Independent Contractor

About the RoleWe are seeking an experienced, high-caliber Senior ServiceNow Functional / ITSM Process Consultant to lead a strategic review, redesign, and optimization of enterprise ServiceNow workflows on-site in Dubai.In this role, you will serve as the bridge between executive business stakeholders and our client's central ServiceNow development team. Your focus will be entirely functional: conducting FIT-GAP analyses, facilitating process-reengineering workshops, redesigning the Service Catalog, defining key operational KPIs, and driving user adoption across core modules.This is a pure functional and process consulting engagement. Central technical development, platform configuration, and custom coding will be executed by a dedicated central engineering team.Key ResponsibilitiesProcess Assessment & Re-Engineering: Conduct end-to-end process evaluations across Incident, Request, Change, Problem, Service Catalog, CMDB, and Asset Management to identify gaps, bottlenecks, and optimization opportunities.Service Catalog Revamp: Redesign and simplify the Service Catalog structure into an intuitive, user-friendly portal aligned with ITIL v4 best practices, clear SLAs, and streamlined request flows.Stakeholder Workshops & Elicitation: Facilitate interactive workshops with key business leaders, IT service owners, and end-users to capture requirements and translate complex business needs into clear Functional Requirement Documents (FRDs) and User Stories.Dev Team Alignment: Guide, advise, and hand off detailed functional specifications to the central ServiceNow development team, ensuring technical builds align precisely with business objectives.CMDB & Data Governance: Evaluate CMDB and Asset Management data structures, defining governance policies to improve overall data health, dependency mapping, and CI lifecycle accuracy.Dashboards & KPI Metrics: Define operational metrics and construct functional specifications for executive-level dashboards and SLA tracking scorecards for ITIL users.Change Management & User Adoption: Develop end-user adoption strategies, craft training collateral, and lead enablement sessions/workshops to drive platform uptake and reduce support ticket overhead.Required Skills & QualificationsExperience: 7+ years of dedicated ServiceNow functional consulting, process design, and business analysis experience within global or regional enterprise environments.ITIL Mastery: Strong practical knowledge of ITIL v4 best practices across core ITSM modules (Incident, Problem, Change, Request, Knowledge, CMDB, and Asset Management).Consulting Capabilities: Proven expertise in facilitating stakeholder workshops, conducting FIT-GAP analyses, mapping business process flows, and writing developer-ready FRDs.Service Catalog Expertise: Direct experience auditing, restructuring, and modernizing complex enterprise Service Catalogs.Communication & Change Management: Exceptional facilitation, executive presentation, and stakeholder management skills with a strong record of driving user adoption campaigns.Location & Mobility: Currently based in the UAE (Dubai / Abu Dhabi) with the ability to work 100% on-site at the Dubai office.Preferred QualificationsCertifications: ITIL v4 Foundation (or higher) is strongly preferred. ServiceNow CSA or Certified Implementation Specialist (CIS-ITSM) certifications are a distinct advantage.Delivery Frameworks: Hands-on experience working in Agile/Scrum delivery environments (PMP or CSM certifications are a plus).Work Permit Details : Active UAE Freelance Permit & Visa: Holds a valid UAE Freelance Permit/License (e.g., GoFreelance/TECOM, DAFZA, RAKEZ, MOHRE) along with self-sponsored residency or Green Visa authorization.Family/Spouse Visa with Freelance Permit: Holds UAE residence under dependent/spouse sponsorship along with an active independent Freelance Permit.