Roles & Responsibilities
Required Skills and Qualifications :
- Bachelor's degree in Information Technology, Business Administration, or related field.
- 5+ years of experience as a Business Analyst or Process Consultant on the ServiceNow platform.
- Strong understanding of ServiceNow modules (at least ITSM; others are a plus).
- Excellent communication, facilitation, and stakeholder management skills.
- Hands-on experience with business process mapping, requirement gathering, and functional design.
- Knowledge of ITIL frameworks and other process improvement methodologies.
- Experience working in Agile or hybrid project environments.
- ServiceNow certifications (e.g., CSA, ITSM, Business Process Consultant) are highly desirable.
Key Responsibilities :
Engage with business stakeholders to understand their needs and translate them into effective ServiceNow solutions.Analyze existing business processes and identify areas of improvement using ServiceNow modules (ITSM, ITOM, HRSD, CSM, GRC, etc.).Conduct workshops, interviews, and assessments to document business requirements.Design and document optimized workflows, data models, and user stories aligned with ServiceNow capabilities.Collaborate with technical architects and developers to ensure solution alignment and quality.Define KPIs and success criteria for process improvements and platform adoption.Support UAT, training, and change management efforts to drive successful implementation.Stay current on ServiceNow product updates, best practices, and industry trends.Provide post-implementation support and ongoing process improvement recommendations.Tell employers what skills you have
Management Skills
Change Management
Process Improvement
ITSM
Continuous Process Improvement
User Stories
Functional Design
Administration
Information Technology
ITIL
Business Process
Business Analyst
ServiceNow
Stakeholder Management
Facilitation
Business Requirements