ServiceNow Workflow Implementation Specialist

The ServiceNow Workflow Implementation Specialist is responsible for supporting the design, configuration, and implementation of workflow automation within the ServiceNow platform. The role focuses on translating business and technical requirements into structured workflows that support Identity and Access Management (IAM) processes, access request procedures, and lifecycle management activities.

This role will collaborate with IAM architects, IT service management teams, and security personnel to ensure ServiceNow workflows align with enterprise security standards and operational requirements. The Business Analyst will also support documentation, testing, deployment, and ongoing optimization of ServiceNow workflows.

The objective of this role is to enhance enterprise service delivery and IAM operational efficiency by:

• Designing and implementing automated workflows within ServiceNow
• Translating business requirements into functional process flows and configurations
• Supporting secure access request and approval processes
• Enabling automation for identity lifecycle management activities
• Integrating ServiceNow workflows with enterprise identity platforms
• Ensuring documentation and knowledge transfer for long-term sustainability

Experience

• Minimum 5 years of experience performing IT business analysis, including requirements gathering, validation, and documentation.
• Minimum 3 years of hands-on experience designing and implementing workflows in ServiceNow.
• Minimum 2 years of experience supporting IAM-related workflows, including identity lifecycle or access request processes.
• Minimum 2 years of experience integrating enterprise systems with ServiceNow, including identity platforms.
• At least 3 years of experience producing functional specifications, process documentation, and workflow diagrams.

Technical Expertise

The candidate must demonstrate experience with:

• ServiceNow workflow design and configuration
• ServiceNow Service Catalog and forms configuration
• IT Service Management (ITSM) processes
• Identity and Access Management (IAM) workflows
• Access request and approval processes
• Integration with identity platforms such as:
• Microsoft Entra ID
• Active Directory
• Adaxes
• Business process mapping and workflow documentation
• Requirements gathering and stakeholder engagement

Required Certifications

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Implementation Specialist (CIS)

Key Skills

• Business analysis and requirements elicitation
• ServiceNow workflow configuration and automation
• Process mapping and documentation
• IAM workflow design
• ITSM process integration
• Stakeholder communication and facilitation
• Troubleshooting and workflow optimization
• Technical documentation development