Area(s) of responsibility

Functional Consultant / Business Analyst – ServiceNow

Role Summary: Acts as the bridge between business and technical teams ensuring requirements are aligned with ServiceNow capabilities across modules.

Key Responsibilities:

• Conduct discovery workshops and gather business requirements
• Define as-is/to-be processes across ITSM, ITOM, HRSD, CSM, SPM
• Create user stories, BRDs, FSDs and process flows
• Coordinate SIT, UAT and stakeholder validations
• Work with integration teams for external system alignment
• Support go-live, hypercare and continuous improvement

Skills & Experience:

• Strong knowledge of ITSM, ITOM, ITAM, SPM, HRSD, CSM, SecOps
• Experience in ServiceNow implementations and migrations
• Understanding of integrations (REST/SOAP, APIs)
• Good stakeholder management and documentation skills
• Certifications: CSA / CIS preferred