Description

You will act as the process expert supporting customers using ServiceNow, focusing on configuration over customization.

Responsibilities

  • Lead customer design workshops and guide them in improving processes using ServiceNow capabilities.
  • Own support for key process owners and Subject Matter Experts to gather business requirements using ServiceNow standards.
  • Draft functionality-focused user stories, acceptance criteria, and testing strategies, managing customer review and approval.
  • Implement ServiceNow AI offerings, including Virtual Agent, NLU, AI Search, and Generative AI, for various customers.
  • Collaborate with the engagement manager to monitor scope creep and resolve critical path technical issues.

Required Skills

  • 10+ years of professional experience.
  • Expert knowledge of ServiceNow platform best practices.
  • Proficiency with IT Service Management (ITSM) and ITIL processes (Incident, Change, Problem).
  • Experience with IT Asset Management (ITAM – HAM/SAM), IT Operations Management (ITOM), CMDB/CSDM, CSM, and FSM.
  • Ability to analyze current state processes and design future-state processes within ServiceNow.
  • Experience guiding customers in completing business requirement documentation.
  • Familiarity with drafting user stories and defining acceptance criteria.
  • Any Graduate degree.

Key Skills
Education

Any Gradute

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