ServiceNow Solution Specialist

ServiceNow Solution Specialist

A successful ServiceNow Solution Specialist will work closely with business stakeholders to gather, analyze, and document requirements for ServiceNow solutions.

The ideal candidate should have a strong understanding of ServiceNow ITSM processes, including incident, problem, change, request, and knowledge management.

Responsibilities include:

• Gathering and analyzing business requirements for ServiceNow solutions.
• Translating business needs into functional specifications for solution configurations, enhancements, and integrations.
• Identifying areas for process improvement within the ServiceNow system.
• Collaborating with technical teams to ensure accurate implementation of requirements.

ServiceNow Implementation & Configuration:

• Configuring ServiceNow modules, including ITSM, ITOM, CSM, HRSD, and CMDB.
• Defining and optimizing ServiceNow workflows, catalog items, and forms to align with business needs.
• Providing input on ServiceNow UI/UX enhancements to improve user experience.
• Working with development teams to validate that solutions meet business and technical requirements.

Collaboration & Communication:

• Serving as the primary liaison between business users and technical teams.
• Facilitating workshops, requirement sessions, and demonstrations to ensure alignment between stakeholders.
• Preparing and delivering training materials, documentation, and knowledge articles.
• Providing post-implementation support and acting as a point of contact for ongoing enhancements and improvements.

Process Improvement & Reporting:

• Identifying opportunities for workflow automation and process optimization.
• Assisting in developing metrics, reports, and dashboards using Performance Analytics.
• Conducting periodic reviews to assess system health and data integrity.
• Ensuring compliance and governance by adhering to best practices and security policies.