ServiceNow Workflow Consultant (Subcontractor)

About ABeam Consulting

Established from June 2018, ABeam Vietnam has over 180 consultants including Japanese experts and Vietnamese consultants in digital transformation. Consolidated with ABeam Consulting Ltd. in Japan, ABeam Group has more than 9000 people, ABeam Consulting is present in 13 countries and 29 offices. We provide digtal transformation consultancy services as well as SAP solutions in Vietnam and worldwide. We leverage ABeam's global presence and regional offices to support clients. Our people have expertise in a broad set of industries and service lines, and working with client's organization, we team together to drive tangible results by providing superb services in every phase of the project.

Learn more about us at: https://www.abeam.com/vn/en

Key Responsibilities

1. Business & Process Analysis

• Work with clients and business stakeholders to understand business objectives, pain points, and operational requirements.
• Conduct workshops and requirement-gathering sessions with business users and process owners.
• Analyze and document current (As-Is) business processes and identify opportunities for improvement.
• Design future-state (To-Be) processes and recommend workflow optimization opportunities.
• Translate business requirements into clear functional requirements and ServiceNow solutions.

2. ServiceNow Workflow Consulting

• Design and configure business workflows and approval processes on the ServiceNow platform.
• Leverage ServiceNow Workflow Studio / Flow Designer to design and optimize end-to-end workflows.
• Define workflow logic, approvals, tasks, notifications, SLAs, business rules, and process transitions from a functional perspective.
• Support the design of solutions across relevant ServiceNow applications and modules based on client requirements.
• Ensure workflows are scalable, maintainable, and aligned with ServiceNow best practices.

3. Functional Solution Design

• Prepare functional specifications, process flows, user stories, acceptance criteria, and other project documentation.
• Collaborate with ServiceNow developers and technical consultants to ensure functional requirements are translated correctly into technical solutions.
• Review configured solutions and validate that they meet business requirements.
• Identify functional gaps and propose appropriate solutions or workarounds.

4. Testing & Implementation

• Prepare test scenarios and test cases based on business requirements.
• Support System Integration Testing (SIT), User Acceptance Testing (UAT), and defect resolution.
• Coordinate with business users to validate workflows and system behavior.
• Support deployment, go-live, and post-go-live activities.
• Provide user guidance and support during implementation and transition phases.

5. Client & Project Management

• Communicate effectively with clients, process owners, project managers, developers, and other stakeholders.
• Manage functional deliverables and ensure timely completion of assigned activities.
• Participate in project meetings, workshops, presentations, and solution demonstrations.
• Provide consulting recommendations based on ServiceNow capabilities and industry best practices.
• Contribute to continuous improvement of consulting methodologies, templates, and best practices.

Requirements

Must-Have

• Bachelor's degree in Information Technology, Computer Science, Business, Engineering, or a related field.
• 5+ years of experience in ServiceNow consulting or implementation, with strong experience in functional consulting or business analysis.
• Solid understanding of business process analysis, workflow design, and process automation.
• Hands-on experience with ServiceNow Flow Designer and/or Workflow Studio.
• Experience gathering requirements and translating business needs into ServiceNow functional solutions.
• Experience creating functional specifications, process flows, user stories, and test scenarios.
• Strong understanding of ServiceNow platform capabilities and workflow concepts.
• Experience working directly with clients and business stakeholders.
• Good communication, analytical, problem-solving, and presentation skills.
• Ability to work effectively in a consulting environment and manage multiple stakeholders.
• High fluency of English

Nice-to-Have

• ServiceNow Certified System Administrator (CSA) certification.
• ServiceNow Certified Application Developer (CAD) or relevant micro-certifications.
• Experience with ServiceNow App Engine and custom application development.
• Experience with IntegrationHub and integrations with third-party systems.
• Knowledge of ServiceNow scripting concepts such as JavaScript, Business Rules, Client Scripts, Script Includes, etc.
• Experience with ITSM, HRSD, CSM, SPM, or other ServiceNow modules.
• Experience in consulting projects involving business process transformation or digital transformation.

Preferred Skills

• Business Process Analysis & Optimization
• ServiceNow Workflow Studio / Flow Designer
• Requirements Engineering
• Functional Solution Design
• Stakeholder Management
• Workshop Facilitation
• User Story & Acceptance Criteria
• UAT / SIT Support
• ServiceNow Platform
• Process Automation