About the job :

Requirements Analysis :

- Collaborate with stakeholders to gather and analyze requirements for scoped app/ITSM/HRSD applications processes in ServiceNow.

- Translate business needs into functional specifications and detailed requirements.

Implementation Support :

- Assist in the implementation and deployment of ServiceNow solutions.

- Work closely with developers to ensure that functional requirements are accurately translated into technical solutions.

Testing And Quality Assurance :

- Develop and execute test plans and test cases to ensure the quality and functionality of solutions.

- Identify and resolve issues discovered during testing and ensure solutions meet business requirements.

User Training And Support :

- Provide training and support to end-users and stakeholders on processes and the use of ServiceNow modules.

- Create and maintain user guides, training materials, and documentation.

Continuous Improvement :

- Monitor and analyze the performance of ServiceNow processes and identify opportunities for improvement.

- Stay current with ServiceNow platform updates, new features, and industry best practices.

Collaboration :

- Work closely with HR, IT, and business teams to ensure alignment of solutions with organizational goals.

- Participate in project meetings, workshops, and other collaborative sessions.

Experience :

- 6+ years of experience as a Functional Analyst or Business Analyst with ServiceNow dev projects, with a focus on Custom App/HRSD/ITSM.

- Proven experience with ServiceNow Custom App/HRSD/ITSM modules and configurations.

- Experience with process analysis, design, and optimization.

Skills :

- Strong understanding of ITSM/HRSD processes and best practices.

- Excellent analytical and problem-solving skills.

- Strong communication and interpersonal skills.

- Ability to work independently and as part of a team.

Certifications :

- ServiceNow Certified System Administrator (CSA) must.

- Additional ServiceNow certifications (e.g., CIS-HR, CIS-ITSM) are a plus