About the role
Leads the analysis, design, and continuous improvement of business processes leveraging the ServiceNow platform, aligning technology capabilities with strategic business objectives. Engages with cross-functional stakeholders to elicit, analyze, and translate complex business requirements into scalable, high-quality solutions. Drives process optimization through detailed as-is/to-be analysis, gap assessments, and implementation of industry and ServiceNow best practices, including ITIL-aligned processes. [], []
Serves as the primary liaison between business stakeholders and technical delivery teams, ensuring requirements are clearly defined, documented, and prioritized. Develops comprehensive artifacts including business requirements, functional specifications, process flows, and user stories with well-defined acceptance criteria. Collaborates closely with developers, architects, and product owners to support solution design, ensure alignment with requirements, and maintain traceability across the software development lifecycle, including testing (UAT), defect resolution, and deployment.
Supports release planning, change management, and user adoption activities through effective communication, training, and documentation. Identifies opportunities for automation, efficiency gains, and continuous improvement, contributing to overall process transformation and operational excellence initiatives.
Typically requires a bachelor’s degree and 5–8 years of relevant experience (or equivalent combination), with strong functional expertise in ServiceNow and experience working in Agile delivery environments. ServiceNow and ITIL certifications are preferred.
Applies advanced professional knowledge to independently manage moderately complex initiatives, provide guidance and mentorship to junior analysts, and contribute to broader transformation programs. Operates with limited oversight and typically reports to a Manager.