ServiceNow Business Process Specialist

7 days ago

Toronto, Ontario, Canada Coreio Inc Full time
About the Role

Coreio Inc. is seeking an experienced ServiceNow Business Process Consultant to join our team. As a key member of our team, you will be responsible for delivering innovative ServiceNow solutions to our internal and external clients.

Key Responsibilities
  • Act as a subject matter expert on the ServiceNow platform during design and implementation project phases.
  • Promote ServiceNow best practices and recommend out-of-the-box solutions where appropriate.
  • Elicit requirements using interviews, requirements 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, including Business Requirements Documents.
  • Translate technical and business requirements between business and technical teams.
  • Collaborate with the Architecture Review Board on defining technical design and ensure that standards are followed when documenting technical solutions.
  • 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.
  • Keep 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.
Requirements
  • 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.
  • Technical and Professional Expertise
    • 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.

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