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- Facilitate requirements gathering and functional design discussions on project and enhancement requests through a working technical knowledge of ServiceNow based on best practices recommendations AND understand of how we have ServiceNow implemented at the Client from a business perspective
- Prepare functional and technical documentation for enhancements and projects, and facilitate approvals from stakeholders
- Prepare overall ServiceNow roadmap based on understanding existing initiatives and opportunity on leveraging functionality to propose new initiatives
- Establish and enforce release commitments and timelines based on establishing LOE and priority and enhancement requests and scope of what is feasible to be included in each release
- Facilitate User Acceptance Testing
- Ability to perform hands-on configuration and development on the ServiceNow platform
- 7+ years of experience as a Business System Analyst, Project Management and/or Product Owner with a minimum of 2-3 years with the ServiceNow ITSM suite (i.e. Incident, Problem, Change, Service Catalog, SLA)
- Experience with other ServiceNow modules (e.g. Demand Management, CMDB, Event management)
- User story writing, backlog management, backlog prioritization is a must
- ITIL v3 Foundation Certified
- Experience managing one or more new implementations of ServiceNow a plus
- Strong consulting, oral presentation, and written communications skills
- Proven analytical problem-solving skills.