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SERVICENOW SENIOR CONSULTANT LEAD (BUSINESS ANALYSIS AND FUNCTIONAL CONSULTING)

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Role Overview
We are seeking a Senior Lead Consultant (10–15+ years) with a unique blend of operational experience, business transformation capability, and strong ServiceNow technical expertise
to support a large multinational oil & gas organization in the UAE.
This is not a pure technical consultant role. Instead, this position focuses on bridging business transformation initiatives with platform capability, ensuring the ServiceNow platform evolves to deliver enterprise-wide value.
The role will play a key part in shaping and driving large-scale initiatives such as enterprise AI strategy, cross-platform decisioning (e.g., ServiceNow vs other enterprise platforms), and process transformation, while still maintaining enough technical depth to validate feasibility and guide implementation teams.
Role Positioning
Solution Architect
<ul>
<li>Defines architecture, standards, and target state</li>
<li>Owns governance and design authority</li>
</ul>
Senior Lead Consultant (This Role)
<ul>
<li>Identifies transformation opportunities across the enterprise</li>
<li>Bridges business strategy with platform capability</li>
<li>Drives value realization and platform expansion</li>
<li>Guides technical teams with practical, experience-based insight</li>
</ul>
Key Responsibilities
1. Enterprise Transformation & Strategy
<ul>
<li>Support and help shape enterprise-wide transformation initiatives.</li>
<li>Contribute to defining ServiceNow's role within broader enterprise platforms (e.g., AI strategy, competing/complementary platforms, including chatbot solutions / Enterprise Portals).</li>
<li>Evaluate where ServiceNow can deliver maximum business value vs alternative solutions.</li>
<li>Act as a strategic advisor on platform expansion and capability positioning.</li>
</ul>
2. AI Strategy & Enablement
<ul>
<li>Support definition and execution of enterprise AI strategy within the ServiceNow ecosystem.</li>
<li>Identify and evaluate AI/GenAI use cases across business functions.</li>
<li>Guide adoption of ServiceNow AI capabilities and integration with external AI platforms.</li>
<li>Ensure AI initiatives are aligned with business value, governance, and operational feasibility.</li>
</ul>
3. Enterprise Process Assessment & Optimization
<ul>
<li>Conduct enterprise-wide process assessments across IT, operations, HR, security, and business functions.</li>
<li>Identify inefficiencies, gaps, and opportunities for automation or transformation.</li>
<li>Recommend improvements leveraging ServiceNow and adjacent technologies.</li>
<li>Translate operational challenges into scalable platform solutions.</li>
</ul>
4. Oil & Gas Industry Use Case Development
<ul>
<li>Drive identification and development of industry-specific use cases, including:</li>
<ul>
<li>Upstream and downstream operations</li>
<li>Equipment inventory and maintenance (EAM / OT integration)</li>
<li>Field service and asset tracking</li>
<li>Safety, compliance, and operational risk management</li>
</ul>
<li>Provide insights into how ServiceNow can expand into non-traditional IT domains.</li>
</ul>
5. Platform Expansion & Value Realization
<ul>
<li>Identify opportunities to extend ServiceNow into new business domains.</li>
<li>Build business cases for platform expansion (cost savings, efficiency, risk reduction).</li>
<li>Work with stakeholders to prioritize high-impact initiatives.</li>
</ul>
6. Technical Advisory & Feasibility
<ul>
<li>Provide technical input to validate the feasibility of proposed solutions.</li>
<li>Bridge gaps between business expectations and technical constraints.</li>
<li>Guide technical consultants and developers without being the primary builder.</li>
</ul>
7. Stakeholder Engagement
<ul>
<li>Engage senior business and IT stakeholders across departments.</li>
<li>Translate complex technical concepts into business-relevant insights.</li>
<li>Influence decision-making at strategic and operational levels.</li>
</ul>
8. SAFe & CoE Contribution
<ul>
<li>Support backlog prioritization with value-driven insights.</li>
<li>Contribute to PI Planning and transformation roadmaps.</li>
<li>Operate within the CoE to drive consistent, scalable practices.</li>
</ul>
Technical & Domain Requirements
ServiceNow Platform Knowledge
<ul>
<li>Strong working knowledge across key modules:</li>
<ul>
<li>ITSM, ITOM, ITAM</li>
<li>SecOps</li>
<li>HRSD and Workplace Service Delivery (WSD)</li>
</ul>
<li>Understanding of platform capabilities, limitations, and integration patterns.</li>
</ul>
AI & Emerging Technology
<ul>
<li>Familiarity with ServiceNow AI/GenAI capabilities.</li>
<li>Understanding of enterprise AI platforms and integration patterns.</li>
<li>Ability to assess AI use cases from both business and technical perspectives.</li>
</ul>
Integration & Ecosystem Awareness
<ul>
<li>Understanding of integrations with ERP (SAP), OT systems, EAM platforms, and cloud services.</li>
<li>Awareness of enterprise architecture patterns.</li>
</ul>
Oil & Gas Domain Knowledge (Critical)
<ul>
<li>Experience or strong understanding of oil & gas operations.</li>
<li>Familiarity with upstream, downstream, and operational environments.</li>
<li>Exposure to EAM, OT, and industrial systems is highly desirable.</li>
</ul>
Required Experience & Qualifications
<ul>
<li>10–15+ years of experience across IT, operations, or consulting roles.</li>
<li>Combination of operational/business experience and technical platform knowledge.</li>
<li>Experience driving or supporting large transformation initiatives.</li>
<li>Exposure to ServiceNow platform (hands-on not primary focus but required).</li>
<li>Experience in large, complex enterprise environments.</li>
</ul>
UAE-Specific Requirements
<ul>
<li>Experience in UAE/GCC region (oil & gas strongly preferred).</li>
<li>Understanding of regional enterprise operating models.</li>
<li>Ability to work in multicultural, distributed teams.</li>
</ul>
Preferred Certifications
<ul>
<li>ServiceNow certifications (CSA/CIS) advantageous.</li>
<li>AI or data-related certifications beneficial.</li>
<li>SAFe certification preferred.</li>
</ul>
Key Competencies
<ul>
<li>Strong business and operational acumen.</li>
<li>Ability to connect strategy to execution.</li>
<li>Technical credibility without needing to be hands-on.</li>
<li>Strong stakeholder influence and communication.</li>
<li>Industry awareness and forward-thinking mindset.</li>
</ul>
Success Measure
<ul>
<li>Identification and delivery of high-impact transformation initiatives.</li>
<li>Successful alignment of platform capabilities with business strategy.</li>
<li>Expansion of ServiceNow into new domains/use cases.</li>
<li>Measurable business value from AI and process improvements.</li>
</ul>
Additional Notes
This role is critical in ensuring that ServiceNow is positioned not just as a platform, but as a strategic enabler of enterprise transformation, particularly within the oil & gas sector.
Vertical
Technology