ServiceNow Functional Consultant/Business Analyst

4 weeks ago

Makati, Philippines TASQ Staffing Solutions Full time

Responsibilities

  • Requirements Gathering and Analysis : Collaborate with ADNOCs business and IT stakeholders to elicit, document, and analyze functional and non-functional requirements for ServiceNow modules, translating them into effective configurations and workflows.
  • Process Design and Optimization : Assess and optimize business processes (e.g., incident management, service requests, employee onboarding, risk assessments) to leverage ServiceNow’s out-of-the-box (OOB) capabilities, improving efficiency and user experience.
  • Solution Configuration : Configure ServiceNow modules (ITxM, CSM, HRSD, IRM, SecOps, SPM) to meet business needs, including workflows, forms, reports, and self-service portals, with minimal customization.
  • Operational Support : Support daily managed services operations, including incident resolution, service request fulfillment, and change management, ensuring adherence to SLAs (e.g., 4-hour incident resolution, 99.9% uptime).
  • Enhancement Delivery : Design and implement enhancements to ServiceNow functionalities, such as new workflows, dashboards, or knowledge articles, to address evolving business requirements.
Requirements
  • Bachelors degree in Business Administration, Computer Science, Information Technology, or a related field (or equivalent experience).
  • 3+ years of experience as a Functional Consultant or Business Analyst in ServiceNow implementations or managed services, with hands-on experience in ITxM, CSM, HRSD, IRM, SecOps, or SPM modules.
  • Proven experience in gathering requirements, designing processes, and configuring ServiceNow solutions in enterprise environments.
  • Familiarity with operational support tasks, such as incident resolution, service request fulfillment, and knowledge base maintenance.
  • Experience with integrations involving enterprise systems (e.g., SAP, Active Directory, or similar platforms).
  • Knowledge of regulatory compliance requirements (e.g., GDPR, AML) in IT service delivery.
Certifications
  • ServiceNow Certified System Administrator (mandatory).
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