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ServiceNow ITSM Expert
2 months ago
Coreio Inc. is a leading provider of IT services, delivering innovative solutions to enterprise-scale companies across North America. We leverage our 40+ year history as a strategic partner to help our clients solve complex business and technology issues.
Key Responsibilities- Act as a subject matter expert on the ServiceNow platform, driving design and implementation project phases.
- Promote ServiceNow best practices and recommend out-of-the-box solutions where applicable.
- Elicit requirements through interviews, workshops, process document analysis, technical research, reverse engineering, and prototyping.
- Capture business and functional requirements in the form of user stories, use cases, process flowcharts, UML diagrams, and other business process modeling techniques.
- Translate technical and business requirements between business and technical teams.
- Collaborate with the Architecture Review Board on defining technical design and ensuring standards are followed when documenting technical solutions.
- Review proposed solutions with customers.
- Collaborate with the Engagement Managers team on project estimates and delivery.
- Build strong relationships with project stakeholders, anticipate issues, think proactively, and use critical thinking skills.
- Write user guides, manuals, and technical knowledge articles.
- Stay up-to-date on ServiceNow functionality and make recommendations on how new features can be used to enhance business processes.
- Interface with the QA and Development teams to confirm that developed solutions meet business requirements.
- Assist in analysis and reporting of defects during the testing phase.
- Facilitate review and training sessions with functional owners and end-user representatives.
- Provide implementation and post-implementation support when required.
- Recommend changes to established methods and suggest alternative solutions to improve quality and increase productivity.
- Strong ServiceNow knowledge and experience in implementing ServiceNow solutions (ITSM is a must, other areas are beneficial but not mandatory).
- Experience in workflow analysis, process design, implementation, and re-engineering principles.
- Ability to bring clarity to complex business problems and communicate concepts in a meaningful and concise way.
- Ability to understand business needs, map them to functional requirements, and capture technical design solutions.
- Understanding of different SDLC methodologies like Agile, Waterfall, Iterative.
- Understanding of IT concepts (Windows platform, integrations, web services, reports).
- Solid problem-solving and analytical skills.
- Broad business and management knowledge.
- Ability to work effectively with people at all levels of the organization.
- Client-focused approach with outstanding interpersonal skills.
- Excellent written and verbal communication skills.
- Post-secondary education in Computer Science or Information Systems, or related qualifying work experience.
- 3+ years of hands-on experience with the ServiceNow platform.
- 5+ years of experience creating and documenting requirements, specifications, and solution designs in a software development environment.
- Proficiency in Microsoft Office Suite, including Visio, PowerPoint, and collaboration tools.
- ServiceNow Certified System Administrator (CSA) certification is required.
- ServiceNow Certified Implementation Specialist (CIS) certification is a plus.
Coreio is an equal opportunity employer and values diversity in its workforce. We encourage applications from all qualified individuals and will accommodate applicants' disability-related needs, up to the point of undue hardship, throughout all stages of the recruitment and selection process.
