ServiceNow Functional Consultant/Business Analyst

Position : ServiceNow Functional Consultant/Business Analyst

Location : Philadelphia, Pennsylvania

Job Summary:

We are seeking a highly skilled and motivated ServiceNow non-ITSM Functional Consultant or 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)......
• 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 of CSM module features Case management, Omnichannel communication, Self-service portals, Virtual agent and Playbooks.
• Working experience of SPM applications like Innovation & Demand Management, Project Portfolio Management, Resource management & timecard, Financial management, Strategic Planning workspace, Resource management workspace, Project portfolio workspaces.
• Working experience of OOB and Custom GenAI use cases for CSM & SPM.
• 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.
• Below ServiceNow certifications are preferred.
  • Certified System Administrator
  • Certified Application Developer
  • CIS Customer Service Management
  • CIS Strategic Portfolio Management
• ITIL certification is a plus