- Gather and analyze business requirements to ensure alignment with ServiceNow capabilities and best practices.
- Translate stakeholder needs into clear functional and technical requirements for the development team.
- Collaborate with the team to validate solutions against business goals and platform constraints.
- Document requirements, process flows, and acceptance criteria to support implementation and testing efforts.
- Facilitate workshops and stakeholder interviews to capture pain points, opportunities, and success criteria.
- Support UAT by developing test scenarios and validating that delivered functionality meets business expectations.
- Continuously monitor and assess solution effectiveness post-implementation and propose improvements as needed.
- Strong understanding of the ServiceNow platform, including ITSM and other core modules.
- Proven experience in eliciting and documenting business and technical requirements.
- Familiarity with agile delivery methodologies and tools (e.g., Jira, Confluence).
- Experience working with cross-functional teams including developers, architects, and testers.
- Ability to visualize and document complex processes clearly and concisely.
- Understanding of ITIL principles and how they apply to ServiceNow implementations.