Duties

Act as a trusted advisor, providing expert guidance on ServiceNow capabilities, customization options, and best practices

Be assigned Request Items, Tasks, and/or Projects to complete in a self-directed and semi-independent manner

Coordinate and take the lead role for the technical/functional development and support of the assigned ServiceNow requests, projects, and tasks

Ensure a mutual understanding of the request and the proposed approach/response between both the client and the Contractor before beginning work on a request

Coordinate and execute all development aspects including reports, integrations, interfaces, conversion programs, database design and creation, and enhancements

Document requirements, or user stories in detail, as determined by the client (within Azure Dev Ops (ADO)

Document the progress and other details relating to the work being performed within the appropriate systems of record, such as ServiceNow RITMs, Tasks, ADO, etc.

Perform technical functions that are within the scope of this position. These include, but are not limited to configuring, coding, testing, and writing automated test scripts using ATF, data loads, and scripting

Perform and/or coordinate the Unit, System Integration, User Acceptance, and other testing as specified by the client's IT Quality Management Playbook (playbook to be provided upon start of work)

Document and demonstrate changes (Showbacks) to stakeholders, as directed

Work with the system administration team to have the changes coded and peer-reviewed, then implemented into PRO

Provide documentation and knowledge transfer on the changes. Plus provide guidance and support to the application support team, as needed, for troubleshooting issues or answering question

Provide focus on ease of use for the customers, users, and management

Review, advise, and approve changes and designs to the ITSM and the other technologies

Develop and maintain plans and other documentation as required using established standards, procedures, templates, and methodologies

Develop and maintain a productive working relationship with technology staff, business owners, project sponsors, vendors, and key clients

Required Skill

8+ years of expertise in delivering services via ServiceNow for projects of various sizes and subject matter

5+ years of experience with designing business processes for ServiceNow implementation

5+ years of experience in delivering ServiceNow services as described within this request

2-3 years of experience working in a Business Analyst capacity

Experience working with, and giving presentations to, senior leadership and stakeholder

At least two prior support and enhancements projects as a functional or technical lea

Experience working with ServiceNow's GenAI model Now Assis

At least one hands-on ServiceNow implementation project as a functional or technical lead within the ITSM model

Experience coding and configuration of ServiceNow

ITIL / ITSM practices and methodologies

Proficient in the Microsoft Office 365 suite including Teams, Word, Excel, and PowerPoint, plus proficient in Microsoft ADO Testing Modul

Bachelor's degree in business management or information system

Experience in designing, architecting, or advising on human-to-computer interactions and interfaces and style

Required Certifications

ServiceNow Certified Implementation Specialist IT Service Management (CIS-ITSM)

Plus, one or both of the following Certification

Certified Business Analysis Professional (CBAP)

Certified Software Quality Analyst (CSQA

Preferred Certifications

ServiceNow Certified System Administrator (CSA)

ServiceNow Certified Application Developer (CAD)

An equivalent combination of education and/or experience may be accepted

Sandip Kumar

Phone : 321-641-0093

Email: