ServiceNow Consultant Lead Product Analyst
Summary
Leads ServiceNow platform projects, designing scalable solutions for customer service and IT service management while guiding cross-functional teams through discovery, development, and deployment.
Key Responsibilities and Skills Required:
• ServiceNow Solution Consulting- Lead ServiceNow discovery workshops with business stakeholders, architects, product owners, business analysts, compliance teams, and technical teams.
• Requirement Gathering and Discovery Workshops: Understand business objectives, pain points, operational processes, and regulatory requirements, and translate them into scalable ServiceNow solutions.
• Functional and Technical Design: Own functional and technical solution design for ServiceNow CSM, ITSM, integrations, automation, Service Portal, UI Builder, Workspace, and scoped applications.
• Fit-Gap Analysis: Perform fit-gap analysis between business requirements and ServiceNow out-of-the-box capabilities, especially across CSM, ITSM, workflows, portals, workspaces, and integrations.
• Business Process Mapping: Convert business requirements into user stories, acceptance criteria, solution designs, development tasks, and test scenarios.
• ServiceNow Best Practice Advisory: Provide ServiceNow best-practice recommendations with focus on upgrade-safe configuration, maintainability, platform governance, and long-term scalability.
• Platform Governance and Upgrade-Safe Design: Build upgrade-safe customizations and ensure alignment with ServiceNow platform governance standards.
• User Story and Acceptance Criteria Definition: Design and enhance Service Portal widgets, themes, catalog experiences, UI Builder pages, Workspace configurations, and user-centric interfaces.
• UAT Support and Business Validation: Support UAT planning, business validation, defect triage, issue analysis, and production readiness activities.
• Client Demos and Stakeholder Communication: Work closely with client stakeholders, architects, business analysts, system administrators, testers, compliance teams, and delivery managers.
The candidate is required to have the below proficiencies:
• Advanced Proficiency in ServiceNow CSM and ITSM Platform
• Advanced Proficiency on Development and Automation of JavaScript and Glide APIs ,Business Rules, Script Includes, Client Scripts, UI Actions, ACLs. Strong understanding of Flow Designer and workflow automation, Scheduled Jobs, Events, Notifications, and Asynchronous Processing, ATF and regression testing.
• Strong hands-on REST/SOAP integrations, Integration Hub and MID Server, OAuth 2.0, JWT, SAML, SSO, and identity integrations, Enterprise system integrations, Secure development practices, GDPR, audit, data retention, RBAC, and compliance awareness.
• Advanced Technical documentation and knowledge sharing, Good Banking and Financial Services domain understanding, Financial Services Operations awareness, Agile/Scrum delivery, Release management, upgrades, cloning, and deployments.
Strong Client facing Communication Skills, Ability to lead technical and non technical stakeholders
Total Experience Expected: 08-10 years
BE/Btech/MCA
Recommended Primary Skills
ServiceNow CSM, ServiceNow ITSM, ServiceNow Solution Consulting, Requirement Gathering, Solution Design, ServiceNow Platform Development, Integrations, JavaScript, Flow Designer, Service Portal, UI Builder, Workspace
Recommended Secondary Skills
Banking/Financial Services, FSO, GDPR, Compliance, ATF, IntegrationHub, MID Server, OAuth, SAML, Agile/Scrum, UAT Support, Technical Documentation, Stakeholder Management
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All of our positions are open to people with disabilities.