Responsibilities

Analyze client's current ITSM processes and challenges to recommend the most suitable ServiceNow modules (ITSM, ITOM, CSM).
Run design workshops to help business analyst gather stories.
Design workflows and configure the ServiceNow platform to automate tasks and streamline service delivery.
Develop and deliver training programs to ensure users can effectively utilize the new ServiceNow system.
Provide ongoing support, monitor system performance, and collaborate with clients to optimize their ServiceNow environment based on usage data.
Supports the defect and enhancement processes with the Product/Process Owner, including validation and prioritization of defects and enhancements.
Assists with UAT execution if appropriate.
Supports process walk-through for training development.

Requirements

Degree in Computer Programming or Information Technology related discipline
In-depth knowledge of ServiceNow as foundation. Should be well-versed in core ServiceNow modules (ITSM, ITOM, CSM) and their functionalities. Understanding of integrations with other systems is a plus.
Familiarity with established ITSM frameworks like ITIL (v4/v3) is essential. Being able to translate these frameworks into practical ServiceNow configurations is key.
A strong understanding of core IT service management processes like incident, problem, change, and service request management is crucial.
Experience with workflow automation tools and scripting languages used within ServiceNow is valuable.