Description

Lead requirements gathering, process analysis, and ServiceNow CMDB governance for enterprise ITSM enhancements.

This role is on-site.

Responsibilities

• Facilitate workshops to gather requirements and map business processes for ServiceNow enhancements.
• Create user stories, acceptance criteria, and Requirements Traceability Matrices (RTM).
• Manage stakeholder expectations and prioritize enhancement development stories.
• Define governance procedures and ensure adherence to established processes.

Required Skills

• 5+ years delivering enterprise IT solutions, including 3+ years hands-on ServiceNow experience.
• Deep understanding of ServiceNow CMDB and the Common Service Data Model (CSDM).
• Knowledge of ITIL Foundation and how CMDB supports ITSM processes (Incident, Problem, Change, Asset).
• Experience creating CI Data Health reports and resolving data gaps with CI Data Owners.
• Proficient in process mapping, documentation, and data analysis.
• Strong communication skills for stakeholder management and presentation.
• Experience coordinating User Acceptance Testing (UAT) and production verification.

Preferred Skills

• Master’s degree in Computer Science, Engineering, or Information Systems.
• Experience in complex, multi-system environments.

Key Skills

Education

Bachelor's degree