ServiceNow Technical Consultant (CSM) Contract
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Description
Key Responsibilities
- Lead requirements gathering and run stakeholder workshops to define As-Is and To-Be processes.
- Write and manage user stories, BRDs, FRDs, acceptance criteria and functional specifications.
- Partner with product owners and developers on backlog prioritisation and sprint planning.
- Lead functional testing and UAT, and support releasereadiness and business adoption.
- Support ServiceNow implementations, upgrades and enhancements across ITSM, CSM and HRSD
- Contribute to Now Assist / GenAI use cases that improve self-service and case deflection.
- Track delivery through JIRA and Confluence, and report on platform performance using Platform Analytics or Power BI
Required Skills
- 4+ years of hands-on business analysis on ServiceNow (CSM, ITSM, HRSD)
- Strong requirements engineering and stakeholder management
- Agile/Scrum delivery experience
- Experience with UAT and functional testing, ideally ATF
- Proficiency in JIRA and Confluence
Preferred Skills
- ServiceNow CSA and a CIS certification (CSM, HRSD or ITSM)
- Exposure to Now Assist, Virtual Agent or other GenAI features
- Experience with Power BI, Workday or CMDB
- Prior Product Owner or Scrum Lead exposure