Description

Bridge the gap between business needs and technical implementation within the ServiceNow platform.

Responsibilities

• Elicit, document, and analyze business requirements to identify automation opportunities and perform gap analyses.
• Design and implement ServiceNow solutions for Incident, Change, Problem, and Major Incident modules ensuring ITIL alignment.
• Manage the full ServiceNow SDLC from requirements gathering and design through to testing and deployment.
• Develop and execute functional, regression, and integration test cases while defining UAT acceptance criteria.
• Troubleshoot workflow issues, provide end-user training, and create user manuals and process flows.

Required Skills

• 10+ years of hands-on experience with ServiceNow and ITSM processes.
• Proven expertise in business process analysis and requirement elicitation.
• Strong understanding of SDLC and ServiceNow architecture, data modeling, and integration technologies.
• Deep knowledge of ITIL frameworks and service delivery optimization.
• Experience with project management and managing stakeholder expectations.
• Ability to conduct working sessions and coordinate with both technical and non-technical teams.
• Bachelor's degree or equivalent work experience.

Preferred Skills

• ITIL Foundation certification or higher.

Key Skills

Education

Bachelor's degree