Collaborate with ADNOC's business and IT stakeholders to elicit, document, and analyze functional and non-functional requirements for ServiceNow modules, translating them into configurations and workflows.
Assess and optimize business processes (e.g., incident management, service requests, employee onboarding, risk assessments) to leverage ServiceNow's out-of-the-box capabilities, improving efficiency and user experience.
Configure ServiceNow modules (ITxM, CSM, HRSD, IRM, SecOps, SPM) to meet business needs, including workflows, forms, reports, and self-service portals, with minimal customization.
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).
Design and implement enhancements to ServiceNow functionalities, such as new workflows, dashboards, or knowledge articles, to address evolving business requirements.
Work on integrations between ServiceNow and enterprise systems (e.g., SAP, Active Directory) and ensure regulatory compliance requirements are considered.
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.
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 (incident resolution, service request fulfillment, 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.
ServiceNow Certified System Administrator (mandatory).
Open to local and expat candidates currently residing in the Philippines.
Work Schedule: Morning Shift; Work Setup: Hybrid (3x onsite per week).
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