Servicenow Functional Analyst

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Role: Servicenow Functional Analyst

Experience: 8+ years

Job Summary:

We are looking for an experienced ServiceNow Functional Analyst with expertise in IT Service Management (ITSM), Configuration Management Database (CMDB), and Strategic Portfolio Management (SPM). The ideal candidate will have a proven track record in analyzing, designing, implementing, and supporting ServiceNow solutions for large-scale ITSM and CMDB integrations. The analyst will collaborate with cross-functional teams to optimize ServiceNow processes, automate workflows, and ensure seamless integrations with external systems.

Key Responsibilities:

• ITSM Expertise:
• Configure, customize, and implement ITSM modules including Incident Management, Problem Management, Change Management, Service Catalog, and Knowledge Management.
• Work with stakeholders to gather business requirements and translate them into functional specifications for ServiceNow solutions.
• Define and configure Service Level Agreements (SLAs) to align with business processes.
• Implement ITSM best practices, ensuring that processes align with ITIL standards.
• Collaborate with ServiceNow administrators and developers to ensure smooth deployments and updates.
• CMDB Expertise:
• Design and configure CMDB architecture to ensure that configuration items (CIs) are accurately captured and updated within ServiceNow.
• Integrate ServiceNow CMDB with external systems (e.g., monitoring tools, asset management systems) using REST/SOAP APIs.
• Manage and optimize Discovery schedules, Service Mapping, and CSDM (Common Service Data Model).
• Troubleshoot and resolve issues related to CMDB data quality, ensuring accurate data governance and management.
• Provide guidance on the lifecycle management of CIs and ensure compliance with best practices.
• SPM Expertise:
• Implement and configure Strategic Portfolio Management (SPM) modules such as Demand Management, Project Management, Resource Management, and Portfolio Management.
• Work closely with business stakeholders to optimize project portfolios, ensuring efficient resource utilization and timely project deliveries.
• Align business goals with SPM processes by defining project and portfolio workflows and ensuring integration with other ServiceNow modules.
• Create dashboards and reports to provide visibility into portfolio performance and project status.
• General Responsibilities:
• Conduct workshops with business users to gather functional requirements and suggest best practices for implementing ServiceNow solutions.
• Develop and maintain detailed documentation, including functional specifications, process workflows, and integration plans.
• Participate in code reviews, testing (UAT, regression), and troubleshooting to ensure system functionality meets user requirements.
• Ensure that the ServiceNow platform is continuously optimized and upgraded with the latest features and functionalities.
• Provide training and support to business users and stakeholders, ensuring effective adoption of ServiceNow processes and tools.
• Collaborate with offshore and onshore teams to manage the project lifecycle and deliver solutions on time.

Key Requirements:

• Experience:
• Minimum 8 years of IT experience with at least 5 years of hands-on experience in ServiceNow implementation, configuration, and support.
• Strong expertise in ITSM, CMDB, and SPM modules, with experience in configuring and customizing these areas.
• Previous experience in ServiceNow versions (e.g., Madrid, New York, Orlando, etc.).
• Experience in working with Discovery, Service Mapping, and CSDM.
• Proven ability to manage ServiceNow integrations with external systems using REST/SOAP APIs.
• Certifications:
• Certified ServiceNow System Administrator (CSA).
• Certified Implementation Specialist (CIS) in ITSM, SPM, and CMDB.
• Micro-certifications in Flow Designer, Automated Test Framework (ATF), or other ServiceNow specialties are a plus.
• Technical Skills:
• Strong knowledge of JavaScript, GlideScript, and ServiceNow Scripting (Business Rules, Client Scripts, UI Policies, UI Actions, etc.).
• Hands-on experience with Service Portal, Reports, and Dashboards within ServiceNow.
• Expertise in working with Discovery, Event Management, and other ITOM features.
• Understanding of ITIL frameworks and their implementation in ServiceNow.
• Soft Skills:
• Strong communication and presentation skills with the ability to interact with business and technical stakeholders.
• Ability to work effectively in a team environment with cross-functional teams across multiple geographies.
• Excellent problem-solving skills and the ability to troubleshoot issues and provide timely solutions.
• Strong organizational skills and the ability to manage multiple tasks and priorities in an agile environment.