ServiceNow Functional Analyst

Role - ServiceNow Functional Analyst

Job Location - Remote

Job Type Contract

This is a remote, contract-based role for someone with experience in ServiceNow, a widely used IT Service Management (ITSM) platform. The person in this role acts as a bridge between the business users and the technical ServiceNow development team. You're not writing code, but you're deeply involved in understanding needs, designing solutions, testing, and helping users adopt them.

Qualifications:

• Education: You should have a degree in IT, Business, or a similar field.
• Experience: At least 5 years working with ServiceNow, especially on implementations (setting it up and making it work for a business).
• Certifications: You need to have ServiceNow certifications (like CSA - Certified System Administrator).
• Nice to have:

Experience with ITIL (a framework for managing IT services).

Familiarity with Agile project management and tools like Jira or Trello.

Skills Required:

• ServiceNow Expertise: You should be very familiar with its modules like:

ITSM (Incident, Problem, Change Management)

ITOM (IT Operations Management)

CMDB (Configuration Management Database)

• Analytical Thinking: You ll need to understand what the business wants, analyze it, and translate it into system features.
• Communication Skills: You ll be talking with both tech teams and business teams, so you need to clearly explain things in simple terms.
• Technical Comfort: You don't have to code, but you should understand how ServiceNow is configured and be able to use tools like Excel, Visio, and Word.
• Project Management: You should be organized and able to juggle multiple tasks or small projects.

What You'll Do (Key Responsibilities):

1. Requirements Gathering
   Talk to business users and write down exactly what they need the system to do (e.g., how incidents should be managed).
2. Solution Design
   Help design the workflows and configurations in ServiceNow based on those needs.
3. Process Mapping
   Document how things work today, and suggest improvements using ServiceNow s capabilities.
4. User Testing (UAT)
   Set up and lead testing sessions with users to make sure the system works as expected.
5. Training and Support
   Create user guides or videos, and train people on how to use ServiceNow.
6. Documentation
   Maintain detailed records of requirements, designs, workflows, and system configurations.
7. Team Collaboration
   Work closely with developers and system admins to ensure the solutions you designed are implemented correctly.
8. Continuous Improvement
   After go-live, keep an eye on performance and feedback to identify what can be improved.

If interested kindly revert along with your updated resume