Functional expert (Lead BA)

Position Closed

Summary:

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.

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.