ServiceNow PM Workflows Consultant

We are seeking a Senior ServiceNow Business Systems Analyst (BSA) with strong techno-functional expertise in the ServiceNow platform. The ideal candidate will combine strong Business Analysis skills with hands-on ServiceNow platform administration and implementation experience. Candidates should have implementation experience with ITSM and SAM Pro. Experience with Now Assist and Employee Works is a plus.

• Gather, analyse, and document business requirements and translate them into user stories, functional specifications, and process flows.
• Lead workshops and stakeholder discussions to identify process improvements and ServiceNow solutions.
• Support end-to-end ServiceNow implementations, including requirements, testing, deployment, and post-go-live support.
• Facilitate SIT, UAT, defect management, and production-readiness activities.
• Manage production support activities, including incident triage, defect resolution, root-cause analysis, and enhancement requests.
• Serve as the functional SME for ITSM and SAM processes and capabilities.
• Collaborate with developers, administrators, architects, and business teams to deliver scalable ServiceNow solutions.
• Support release planning, change management, and continuous improvement initiatives.
• Support and manage ServiceNow production environments, including incident triage, issue resolution, root-cause analysis, and enhancements.
• Support ServiceNow platform administration, including user/role management, email troubleshooting, data loads, upgrades, and ServiceNow Product Support cases.

• Bachelor's degree in information systems, Computer Science, Business Administration, or a related field.
• 5+ years of Business Systems Analyst experience.
• 3+ years of ServiceNow platform administration experience.
• Strong functional expertise in: ITSM: Incident, Problem, Change, Request, Knowledge, and Service Catalog Software Asset Management (SAM Pro)
• Strong techno-functional understanding of the ServiceNow platform, including: Business Rules, Client Scripts, UI Policies, Basic scripting concepts, Email notifications and inbound/outbound email processing, Import Sets and Transform Maps, Data loads, REST/SOAP integrations, Service Catalog items, workflows, and Flow Designer, Data visualizations and dashboards, User administration, role management, group management, and access governance
• Experience using the ServiceNow Support Portal, researching known issues, engaging ServiceNow Product Support, and managing support cases through resolution.
• Experience creating business requirements, user stories, process flows, functional specifications, and test scenarios.
• Strong knowledge of Agile/Scrum methodologies and SDLC.
• Excellent stakeholder management, communication, analytical, and problem-solving skills.

• ServiceNow Certified System Administrator (CSA).
• ServiceNow Certified Implementation Specialist (CIS) in ITSM and/or SAM.
• Experience with CMDB and HAM.
• Experience with Now Assist.
• Experience with Employee Works.
• Experience working in enterprise-scale ServiceNow environments.
• Experience supporting ServiceNow platform upgrades and release management.

For applications and inquiries, contact:View email address on us.fitly.work