SERVICENOW SENIOR CONSULTANT LEAD (BUSINESS ANALYSIS AND FUNCTIONAL CONSULTING)

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

• Defines architecture, standards, and target state
• Owns governance and design authority

Senior Lead Consultant (This Role)

• Identifies transformation opportunities across the enterprise
• Bridges business strategy with platform capability
• Drives value realization and platform expansion
• Guides technical teams with practical, experience-based insight

Key Responsibilities

1. Enterprise Transformation & Strategy

• Support and help shape enterprise-wide transformation initiatives.
• Contribute to defining ServiceNow's role within broader enterprise platforms (e.g., AI strategy, competing/complementary platforms, including chatbot solutions / Enterprise Portals).
• Evaluate where ServiceNow can deliver maximum business value vs alternative solutions.
• Act as a strategic advisor on platform expansion and capability positioning.

2. AI Strategy & Enablement

• Support definition and execution of enterprise AI strategy within the ServiceNow ecosystem.
• Identify and evaluate AI/GenAI use cases across business functions.
• Guide adoption of ServiceNow AI capabilities and integration with external AI platforms.
• Ensure AI initiatives are aligned with business value, governance, and operational feasibility.

3. Enterprise Process Assessment & Optimization

• Conduct enterprise-wide process assessments across IT, operations, HR, security, and business functions.
• Identify inefficiencies, gaps, and opportunities for automation or transformation.
• Recommend improvements leveraging ServiceNow and adjacent technologies.
• Translate operational challenges into scalable platform solutions.

4. Oil & Gas Industry Use Case Development

• Drive identification and development of industry-specific use cases, including:
• Upstream and downstream operations
• Equipment inventory and maintenance (EAM / OT integration)
• Field service and asset tracking
• Safety, compliance, and operational risk management
• Provide insights into how ServiceNow can expand into non-traditional IT domains.

5. Platform Expansion & Value Realization

• Identify opportunities to extend ServiceNow into new business domains.
• Build business cases for platform expansion (cost savings, efficiency, risk reduction).
• Work with stakeholders to prioritize high-impact initiatives.

6. Technical Advisory & Feasibility

• Provide technical input to validate the feasibility of proposed solutions.
• Bridge gaps between business expectations and technical constraints.
• Guide technical consultants and developers without being the primary builder.

7. Stakeholder Engagement

• Engage senior business and IT stakeholders across departments.
• Translate complex technical concepts into business-relevant insights.
• Influence decision-making at strategic and operational levels.

8. SAFe & CoE Contribution

• Support backlog prioritization with value-driven insights.
• Contribute to PI Planning and transformation roadmaps.
• Operate within the CoE to drive consistent, scalable practices.

Technical & Domain Requirements

ServiceNow Platform Knowledge

• Strong working knowledge across key modules:
• ITSM, ITOM, ITAM
• SecOps
• HRSD and Workplace Service Delivery (WSD)
• Understanding of platform capabilities, limitations, and integration patterns.

AI & Emerging Technology

• Familiarity with ServiceNow AI/GenAI capabilities.
• Understanding of enterprise AI platforms and integration patterns.
• Ability to assess AI use cases from both business and technical perspectives.

Integration & Ecosystem Awareness

• Understanding of integrations with ERP (SAP), OT systems, EAM platforms, and cloud services.
• Awareness of enterprise architecture patterns.

Oil & Gas Domain Knowledge (Critical)

• Experience or strong understanding of oil & gas operations.
• Familiarity with upstream, downstream, and operational environments.
• Exposure to EAM, OT, and industrial systems is highly desirable.

Required Experience & Qualifications

• 10–15+ years of experience across IT, operations, or consulting roles.
• Combination of operational/business experience and technical platform knowledge.
• Experience driving or supporting large transformation initiatives.
• Exposure to ServiceNow platform (hands-on not primary focus but required).
• Experience in large, complex enterprise environments.

UAE-Specific Requirements

• Experience in UAE/GCC region (oil & gas strongly preferred).
• Understanding of regional enterprise operating models.
• Ability to work in multicultural, distributed teams.

Preferred Certifications

• ServiceNow certifications (CSA/CIS) advantageous.
• AI or data-related certifications beneficial.
• SAFe certification preferred.

Key Competencies

• Strong business and operational acumen.
• Ability to connect strategy to execution.
• Technical credibility without needing to be hands-on.
• Strong stakeholder influence and communication.
• Industry awareness and forward-thinking mindset.

Success Measure

• Identification and delivery of high-impact transformation initiatives.
• Successful alignment of platform capabilities with business strategy.
• Expansion of ServiceNow into new domains/use cases.
• Measurable business value from AI and process improvements.

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