Job Description - ServiceNow Functional Consultant/Business Analyst
Job Summary:
We are seeking a highly skilled and motivated ServiceNow non-ITSM Functional Consultant/Business Analyst. You will work closely with developers, architects, and customer stakeholders to implement robust ServiceNow solutions related to non-ITSM modules that streamline operations and enhance customer satisfaction.
Key Responsibilities:
- Plan and drive of agenda for requirements workshop for non-ITSM ServiceNow modules like Strategic Portfolio Management (SPM) , Customer Service Management (CSM), HR Service Delivery (HRSD), Field Service Management (FSM), Enterprise Architecture (EA), Source to Pay Operations, Retail Operations.
- Documentation of configuration requirements and user stories in Agile Development module of ServiceNow
- Review filled in data templates provided by Customer stakeholders, and guide the stakeholders on data collection
- Collaborate with ServiceNow Developers and QA Consultants to ensure that the development and testing is done in accordance with this Statement of work
- Perform Functional Testing on the non-production instance before handing over to the QA Consultant for QA Testing
- Review and validate design and FRS deliverables
- Provide training to customer SMEs on features of ServiceNow HSRD Module
- Provide inputs to Project Manager on activities, risks, issues, solutions
- Demonstrate and validate that the system performs both functionally and technically in accordance with the agreed configurations
- Ensure that scope deviation requests are documented and handed over to Project manager to be discussed in Steering Committee
- Participate in UAT with Customer stakeholders and drive the test cases with the UAT testers.
- Document all defects during UAT and collaborate with Technical Consultant for defect fixes and retesting.
Required Skills & Certifications:
- Working experience on HRSD related projects work on HR Service, Lifecycle events, employee journeys, HR agent Workspace, Agent Chat, Reports Dashboard etc. based solution design and configuration. Knowledge of business processes in scope (e.g. HR onboarding, payroll, procurement, etc.).
- Employee Center, Virtual Agent, Knowledge Management, Case Management
- Document Generation, Journey acceleration, Workday integrations, Manager Hub, Onboarding module, and Lifecycle events.
- Working experience of CSM module features Case management, Omnichannel communication, Self-service portals, Virtual agent and Playbooks.
- Experience of implementing FSM module related to Work order management, Dispatcher workspace, Dynamic Scheduling, Planned Maintenance, Inventory management, Field agent mobile app, skills, and parts management.
- Experience of implementing SPM suite of applications like Innovation & Demand Management, Project Portfolio Management, Resource management & timecard.
- Ability to engage with stakeholders such as service delivery / business leaders and associates.
- Ability to independently conduct workshops with stakeholders and provide options and recommendations.
- Excellent communication and documentation skills.
- ITIL certification is a plus
- ServiceNow Implementation certification is a plus (as many as possible from the below list)
- Certified System Administrator (Mandatory)
- Certified Application Developer (Mandatory)
- CIS – Customer Service Management
- CIS – Field Service Management
- CIS – Strategic Portfolio Management
- CIS – Human Resources
- MC – Virtual Agent
- MC – Performance Analytics
