Analyzing, designing, and documenting client process improvements in ServiceNow at RSM. Collaborating with stakeholders to implement solutions and enhance service management efficiency.
About the role
- ServiceNow Implementation Specialist leading discovery workshops and managing product backlog for client success. Engaging with stakeholders and guiding solution design to meet project objectives.
Responsibilities
- Lead and facilitate discovery workshops to understand client business processes, requirements, and desired outcomes across ServiceNow modules
- Translate business objectives into a clear project vision and actionable roadmap aligned with ServiceNow best practices
- Own and manage the product backlog, working closely with clients to define requirements, prioritize features, and identify dependencies that inform development sequencing
- Balance and negotiate competing priorities across multiple stakeholders and workstreams to ensure alignment and timely delivery
- Oversee development activities by planning sprints, refining user stories, reviewing deliverables, and ensuring quality throughout the implementation lifecycle
- Develop a deep understanding of client business operations and proactively anticipate needs to guide solution design
- Serve as the primary liaison between business stakeholders and technical teams, driving consensus and ensuring clear, actionable requirements for developers.
Requirements
- 5–7 years of ServiceNow experience, including ServiceNow Administrator certification
- Experience as a Business Analyst or Systems Analyst supporting ServiceNow implementations and ongoing platform administration
- 3–5 years of client-facing and people management experience in a consulting or professional services environment
- 3+ years of experience working within Agile frameworks such as Scrum or SAFe
- Strong background in business or systems analysis within both business and IT environments
- Significant experience supporting or implementing enterprise ITIL/ITSM processes on the ServiceNow platform
- Demonstrated ability to define business problems, develop solution strategies, and identify opportunities for process improvement
- Proven experience with requirements gathering, process modeling/mapping, and Agile development methodologies
- Solid understanding of ITIL/ITSM principles and their application within ServiceNow.
Benefits
- flexibility in your schedule
- empowering you to balance life’s demands
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