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• Collaborate with stakeholders to gather, document, and analyze technical and functional requirements for solution design and process improvement.
• Conduct feasibility studies, including cost-benefit analyses, and present findings to stakeholders.
• Evaluate existing business processes to identify opportunities for optimization and increased efficiency.
• Perform system and data analysis to support tool selection and evaluation aligned with business needs.
• Design and configure ServiceNow modules, workflows, forms, reports, and dashboards to support ITSM, ITOM, ITBM, and other business functions.
• Conduct business process modeling audits and recommend enhancements.
• Stay informed on ServiceNow platform updates, best practices, and emerging technologies to improve system design and automation.
• Facilitate meetings, training sessions, and presentations to gather requirements and communicate solutions to stakeholders at all levels.
• Prepare detailed status reports and recommendations for review by business and technical teams.
• Assist in defining and documenting project scope, objectives, risks, deliverables, and resource requirements.
• Participate in user acceptance testing and validation of implemented solutions.
• Support special projects and perform other duties as assigned.

• Strong oral and written communication skills with the ability to engage stakeholders across all organizational levels.
• Excellent problem-solving abilities, including identifying underlying or nuanced issues.
• Advanced analytical and conceptual thinking capabilities.
• Effective facilitation skills, especially in translating technical concepts for non-technical audiences.
• Proficiency in documentation, presentation, and process modeling.

• Bachelor’s degree in Information Technology, Business, Project Management, or a related field.
• Minimum of 5 years of experience in business analysis, operations, project management, or a related discipline.

• Experience managing large-scale projects and handling operational business requests.
• Familiarity with project management methodologies and the software development lifecycle.
• Hands-on experience with the ServiceNow platform.
• Understanding of industry-specific business processes (e.g., legal, healthcare, finance).

What you need to do now

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