Responsibilities:

• Lead implementation and enhancement of modules such as IRM or GRC
• Translate business requirements into functional and technical designs.
• Conduct workshops and requirement gathering sessions.
• Prepare Functional Design Documents, Solution architecture diagrams, Process flow diagrams
• Define configurations, workflows, SLAs, and reporting requirements.
• Act as a bridge between business users and technical teams.
• Conduct demos, UAT sessions, and product training.
• Support RFP/RFI responses and pre-sales solutioning.
• Guide configuration of Catalog items, Case management, SLAs, Notifications, Reports & dashboards
• Validate technical build against functional requirements.
• Define product roadmap and enhancement strategy.
• Establish KPIs and governance metrics.
• Drive adoption and process standardization.

Requirements:

• 10+ years overall IT experience.
• 5+ years of ServiceNow implementation experience.
• Strong experience in client-facing consulting roles
• Strong experience of ITIL processes.
• Hands on Experience in Agile and Scrum Master.
• Experience in implementing at least 2 major ServiceNow modules.
• Process re-engineering and consulting experience.
• Hand on experience in Platform configuration, Flow Designer, Reporting, Basic scripting concepts
• Ability to review technical designs.
• Strong stakeholder management.
• Presentation and workshop facilitation skills.
• Documentation and solution articulation.
• ServiceNow CSA is preferred
• Certified Implementation Specialist (IRM) is preferred