Key Responsibilities:
- Manage and facilitate client workshops to define as-is and to-be processes with Sponsors, Stakeholders, and Subject Matter Experts (SMEs).
- Communicate effectively with stakeholders at all levels within the customer organization.
- Work closely with the Project Manager to support delivery within agreed timelines and budget.
- Rationalize complex information and clearly articulate user needs for both technical and non-technical audiences.
- Develop relevant documentation for Agile and Waterfall engagements, including functional specifications, gap analysis reports, process flow diagrams, and user stories.
- Ensure user stories are fully understood and contain clear acceptance criteria to support development and testing activities.
- Perform initial backlog refinement activities, including prioritization and estimation support.
- Act as a bridge between business and technical teams, fostering collaboration to resolve business and technology challenges.
- Support sprint activities, including planning, execution, reviews, and retrospectives.
- Assist teams in defining detailed test scenarios and providing support during User Acceptance Testing (UAT), including defect documentation and enhancement tracking.
- Facilitate backlog refinement sessions to prioritize enhancements and defects while minimizing scope creep.
- Prepare training materials and deliver train-the-trainer or end-user training sessions as required.
- Promote continuous process improvement through the use of process metrics, KPIs, and dashboards
Your Expertise:
Education:
- BA/BS Degree in IT, IS or business-related field or equivalent professional experience
Experience:
- 5+ years of experience in IT business process analysis and optimization
Minimum Required Skills
- Primary focus area: ServiceNow platform
- Strong analytical and business process optimization skills
- Expertise in process modeling, requirements analysis, and functional documentation
- Excellent written and verbal communication skills, with strong workshop facilitation and presentation abilities
- Strong stakeholder management and relationship-building skills
- Ability to translate business needs into scalable ServiceNow solutions aligned with platform best practices
- Solid understanding of ServiceNow platform capabilities and solution design principles
Preferred Skills
- ServiceNow knowledge of 2 or more of the following products is preferable:
o CSM (Customer Service Management)
o EA (Enterprise Architecture – formerly APM)
o FSM (Field Service Management)
o GRC (Risk and Compliance)
o TPRM (Third-Party Risk Management)
o BCM (Business Continuity Management)
o ESG (Environmental, Social, and Governance Management)
o HRSD (HR Service Delivery)
o ITAM (IT Asset Management)
o ITOM (IT Operations Management)
o ITSM (IT Service Management)
o LCO (Legal and Contract Operations)
o NI (Now Intelligence)
o SO (Security Operations)
o SP (Service Provider)
o SPO (Sourcing and Procurement Operations)
o APO (Accounts Payable Operations)
o SLO (Supplier Lifecycle Operations)
o FCM (Finance Case Management)
o SPM (Strategic Portfolio Management)
o WHS (Workplace and Health & Safety)
o AI (Now Assist, AI Agent, and Agentic Workflow)
o AI Control Tower
Certifications
- ITIL v2 or V3 Foundations
- CSA
- CIS
