Area(s) of responsibility
Functional Consultant / Business Analyst – ServiceNow
Role Summary: Acts as the bridge between business and technical teams ensuring requirements are aligned with ServiceNow capabilities across modules.
Key Responsibilities
- Conduct discovery workshops and gather business requirements
- Define as-is/to-be processes across ITSM, ITOM, HRSD, CSM, SPM
- Create user stories, BRDs, FSDs and process flows
- Coordinate SIT, UAT and stakeholder validations
- Work with integration teams for external system alignment
- Support go-live, hypercare and continuous improvement
Skills & Experience
- Strong knowledge of ITSM, ITOM, ITAM, SPM, HRSD, CSM, SecOps
- Experience in ServiceNow implementations and migrations
- Understanding of integrations (REST/SOAP, APIs)
- Good stakeholder management and documentation skills
- Certifications: CSA / CIS preferred
