Experience : 8 - 10 Years

Location : PAN India

Work Mode : Onsite

CSA Certification : Mandatory

Job Description :

We are looking for an experienced Business Process Consultant - ServiceNow ITSM to lead end-to-end ServiceNow ITSM implementations, enhancements and business process transformation.

The candidate should be able to understand business requirements, conduct process analysis and translate business requirements into effective ServiceNow solutions.

Key Responsibilities :

- Gather and analyze business requirements from stakeholders.

- Understand existing business processes and identify improvement opportunities.

- Conduct business process mapping and gap analysis.

- Translate business requirements into ServiceNow functional solutions.

- Lead ServiceNow ITSM implementations and enhancements.

- Conduct workshops with business and technical stakeholders.

- Define workflows and process requirements.

- Coordinate with ServiceNow developers and technical teams.

- Support UAT and business validation.

- Prepare functional and technical documentation.

- Support issue resolution and process improvements.

- Ensure solutions follow ServiceNow platform governance and ITIL best practices.

- Work closely with stakeholders throughout the implementation lifecycle.

Mandatory Skills :

- ServiceNow ITSM

- Incident Management

- Problem Management

- Change Management

- ITIL Processes

- Requirement Gathering

- Business Process Mapping

- Gap Analysis

- Workflow Design

- Stakeholder Management

- JavaScript

- REST APIs

Good to Have :

- Flow Designer

- CMDB

- Service Catalog

- ServiceNow CSA

- CIS-ITSM

- Agile delivery experience

- Enterprise ServiceNow implementation experience

Certification :

- Mandatory : ServiceNow CSA - Certified System Administrator