Role Overview:
This is a hands-on techno-functional role requiring the candidate to work closely with business stakeholders, technical teams, and ServiceNow platform teams. The candidate should be comfortable working on both the functional and technical aspects of the ServiceNow platform, including requirements analysis, configuration, development, integrations, testing, and implementation.
Key Responsibilities:
Partner with business stakeholders to understand business processes, challenges, and ServiceNow requirements.
Gather, analyze, document, and manage business and technical requirements.
Translate business requirements into functional and technical ServiceNow solutions.
Participate in end-to-end ServiceNow ITSM and ITOM implementations.
Configure and customize ServiceNow applications based on business requirements.
Work hands-on with ServiceNow functionality, workflows, forms, fields, business rules, client scripts, UI policies, notifications, and access controls.
Work with CMDB, Discovery, Service Mapping, Event Management, and other ITOM capabilities as required.
Troubleshoot ServiceNow functional and technical issues and provide root-cause analysis.
Work with stakeholders throughout the implementation lifecycle to ensure solutions meet business objectives.
Required Skills and Experience
Strong experience working as a Senior ServiceNow Analyst, ServiceNow Consultant, Techno-Functional Consultant, or similar role.
Hands-on experience with ServiceNow ITSM and ITOM implementations.
Strong understanding of ITSM processes including:
Incident Management
Problem Management
Change Management
Request Management
Service Catalog
Knowledge Management
Service Level Management
Experience with ITOM capabilities such as:
CMDB
Discovery
Service Mapping
Event Management
Operational Intelligence
MID Server
Strong business and technical requirements gathering and analysis experience.
Experience translating business requirements into ServiceNow functional and technical solutions.
Hands-on experience with ServiceNow configuration and customization.
Experience with ServiceNow testing, troubleshooting, defect resolution, and production support.
Strong communication and stakeholder management skills.
Ability to work independently while collaborating effectively with business and technical teams.
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