ITSM

Should be based in Hyderabad and should work from the office for 5 days. Requirements Gathering & Analysis: Engage with business stakeholders and process owners to gather, analyze, and document detailed functional and technical requirements for ITSM solutions.

Job Requirements

• Solution Design: Translate business needs into functional specifications, user stories, and process flows. Design end-to-end workflows using ServiceNow best practices, minimizing the need for custom code. Process Optimization: Identify opportunities for automation and standardization of processes using tools like Flow Designer and Virtual Agent to enhance operational efficiency. Documentation & Training: Create and maintain detailed functional design specifications, standard operating procedures (SOPs), configuration guides, and end-user training materials. Conduct workshops and training sessions for stakeholders and end-users. Collaboration: Work closely with ServiceNow developers, architects, and cross-functional teams to ensure seamless data flow and alignment with security and compliance standards. Integrations: Assist in defining requirements for integrations between ServiceNow and other enterprise systems (e.g., HRIS, ERP, monitoring tools) using REST/SOAP APIs. Required Skills & Qualifications Experience: Minimum of 3-4 years of hands-on experience as a Functional Consultant or Business Analyst on the ServiceNow platform, with a strong focus on ITSM modules. Platform Knowledge: Proficiency in configuring key ServiceNow areas such as forms, workflows, UI policies, business rules (functional understanding), the Service Catalog, and the Configuration Management Database (CMDB). Methodologies: Experience working in Agile/Scrum development environments. Communication: Excellent written and verbal communication skills, with the ability to articulate technical solutions in business terms to diverse audiences. Analytical Skills: Strong analytical and problem-solving abilities, with keen attention to detail and a process-driven mindset. - Certifications (Preferred): - ServiceNow Certified System Administrator (CSA) - ITIL 4 Foundation certification - ServiceNow Certified Implementation Specialist (CIS) - specifically for ITSM is highly desirable