Job Description

Responsibilities Conduct regular meetings with the stakeholders, business leaders, process owners, and/or business users Provide updates, capture and/or review new and existing requirements, and understand business needs to align solutions and processes to ServiceNow Best Practices, where possible Provide guidance on process governance frameworks and ensure compliance with organizational standards Design, optimize, and maintain as-is and to-be documentation and workflows, ensuring alignment with ServiceNow best practices. Collaborate with stakeholders to define KPIs and develop reporting solutions to monitor process performance. Serve as a liaison between business users, developers, and architects to ensure cohesive implementation Support testing and validation efforts, including UAT and post-implementation reviews Create and/or support the creation of training for end-users and drive adoption of new processes, including, but not limited to, Process and Procedure documentation, training videos, walkthroughs, and/or training workshops Requirements Bachelors degree in business administration or computer science, or 5+ years of relevant experience 3+ years of experience in ServiceNow-related roles such as Business Analyst or Consultant ServiceNow CSA Strong understanding of ServiceNow modules CSM, ITSM, ITOM, and CMDB Experience with process mapping, governance, and reporting tools Excellent communication and collaboration skills 100% aligned to US Central or East time Nice to have ServiceNow CSA or CIS certification. Experience with ITIL and process automation.