Description

Drive requirements and implementation for ServiceNow non-ITSM modules, including CSM and SPM.

This role is on-site.

Responsibilities

• Plan and lead requirements workshops for SPM and CSM modules.
• Document configuration requirements and user stories in the Agile Development module.
• Collaborate with developers and QA to ensure alignment with the Statement of Work.
• Perform functional testing on non-production instances and support User Acceptance Testing.
• Train customer Subject Matter Experts on ServiceNow HSRD Module features.

Required Skills

• 5+ years of working experience with ServiceNow.
• Deep knowledge of CSM features: Case Management, Omni-channel, Self-service portals, Virtual Agent, and Playbooks.
• Experience with SPM applications: Innovation & Demand Management, Project Portfolio Management, Resource Management, Financial Management, and Strategic Planning.
• Ability to utilize Out-of-the-Box and Custom GenAI use cases for CSM and SPM.
• Proven ability to independently conduct workshops and provide actionable recommendations.
• Excellent communication and documentation skills for engaging with business leaders.

Key Skills

Education

Any Gradute