Job Description

• Requirement specification for enhancement requests for existing servicenow tools and processes
• Leading various ITSM customer working and focus groups to solicit requirements
• Direct interaction with customers as well as on and off-shore development teams
• Identify areas of process and tooling improvement
• Ensure gaps are clearly defined and assessed
• Functional specification of target state processes
• Work closely with the development teams throughout all phases
• Produce test strategies and engage actively in the testing phase
• Coordinate user acceptance testing with key project stakeholders to ensure deliverables align to requirements
• Work closely with BA s in other ITSM streams
• Take an active role in customer and stakeholder engagement sessions
• Take respective ownership throughout the project lifecycle
• Ongoing involvement in continuous improvement of operating process and toolset enhancement
• Conversant with Agile methods including SRUM

Primary Skills

• Should have a deep and broad understanding of how ServiceNow delivers ITSM/ITOM/HRSD/ITBM/GRC to the organization and able to align business requirements to the specific way these are implemented within that platform
• Exposure to the following key modules are required: Change, Incident, Problem, Knowledge, CMDB, Service Catalogue
• Experienced in business and operational architecture design with a solid understanding of implications on adjacent business areas
• In-depth knowledge of the breadth of services and products offered by Service Management and the business areas supported

Skills (competencies)