SAP, ServiceNow, and Salesforce Cloud Service Consulting Company | LMTEQ

Job Title

Functional expert (Lead BA)

No. of Opening





7+ Years


We are seeking a highly skilled and experienced ServiceNow Functional Expert to join our team. The ideal candidate will serve as a Lead Business Analyst with a focus on ServiceNow implementations, possessing in-depth knowledge of IT Service Management (ITSM), Customer Service Management (CSM), and a Certified System Administrator (CSA) accreditation. The role requires strong analytical skills, exceptional communication abilities, and the capability to collaborate effectively with cross-functional teams to deliver innovative solutions that meet business requirements.

Key Responsibilities:

Requirements Gathering and Analysis:

  • Collaborate with stakeholders to gather and analyze business requirements for ServiceNow implementations.
  • Conduct workshops and interviews to understand business processes, pain points, and desired outcomes.
  • Translate business needs into detailed functional specifications and user stories for ServiceNow configurations.

Solution Design and Documentation:

  • Lead the design and documentation of ServiceNow solutions, including ITSM and CSM modules, based on business requirements.
  • Develop functional design documents, process flows, and user interface mock-ups to communicate solution designs effectively.

ServiceNow Configuration and Customization:

  • Configure and customize ServiceNow applications, modules, and workflows to align with business requirements.
  • Implement ITSM and CSM processes, including Incident Management, Problem Management, Change Management, and Customer Service workflows.

  • Leverage ServiceNow best practices to design and implement efficient and scalable solutions.

System Integration and Data Migration:

  • Collaborate with technical teams to design and implement integrations between ServiceNow and other systems.
  • Lead data migration activities to ensure accurate and seamless transfer of data into ServiceNow instances.

Testing and Quality Assurance:

  • Develop test plans and scenarios to validate ServiceNow configurations and customizations.
  • Perform functional testing, user acceptance testing (UAT), and regression testing to ensure the quality of implemented solutions.

Training and Knowledge Transfer:

  • Conduct training sessions for end-users and stakeholders to ensure successful adoption of ServiceNow solutions.
  • Provide ongoing support and knowledge transfer to enable users to effectively utilize ServiceNow functionalities.

Continuous Improvement and Innovation:

  • Stay updated on ServiceNow platform enhancements, new features, and best practices.

  • Identify opportunities for process improvements and innovation within ServiceNow implementations.

Required Qualifications:

  • Bachelor’s degree in Computer Science, Information Systems, or related field.

  • Minimum of 7 years of experience as a Business Analyst or Functional Consultant with a focus on ServiceNow implementations.
  • Certified System Administrator (CSA) accreditation on the ServiceNow platform.
  • Extensive experience in configuring and customizing ServiceNow applications, particularly in ITSM and CSM modules.
  • Strong understanding of ITIL processes and best practices.

  • Proven track record of leading successful ServiceNow implementations from requirements gathering to deployment.
  • Excellent communication, interpersonal, and stakeholder management skills.
  • Ability to work independently and as part of a cross-functional team in a fast-paced environment.

Required Qualifications:

  • ServiceNow Certified Implementation Specialist (CIS) accreditation in ITSM or CSM.

  • Experience with ServiceNow Discovery and Service Mapping.
  • Knowledge of Agile methodologies and experience working in Agile teams.

  • Familiarity with ServiceNow scripting languages such as JavaScript, GlideScript, and Jelly.