Description

You bridge business partners and technical teams to implement ServiceNow solutions, owning the end-to-end analysis from requirements gathering to user training.

Responsibilities

• Gather client needs and document business requirements, user stories, use case diagrams, and value stream maps.
• Create user test cases, validate results, and monitor testing processes to ensure business requirements are met.
• Investigate operational weaknesses to identify improvement opportunities and develop recommendations for resolution.
• Identify solution risks and collaborate with IT resources to develop mitigation strategies.
• Conduct ServiceNow end-user training and develop communication materials, including presentations and documentation.

Required Skills

• 5+ years of relevant technical and business work experience.
• Deep knowledge of ServiceNow implementation.
• Proficiency in ITIL and ITSM processes.
• Experience with business operations and systems requirements processes.
• Proficiency in IIBA principles and practices.
• Strong understanding of risk management and security.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook, Teams).
• Experience with reporting tools such as SQL Server Reporting Services (SSRS).

Preferred Skills

• Experience using structured SDLC or Agile/Scrum methodologies.
• Proficiency with SharePoint, Microsoft Project, Microsoft Visio, JIRA, and Confluence.
• Experience leading testing efforts for tool upgrades.

Key Skills

Education

Any Graduate