Responsibilities

• Collaborate with teams to gather detailed requirements for new features or changes.
• Analyze current system capabilities and identify improvements or gaps.
• Configure and update ServiceNow workflows and settings to meet business needs.
• Conduct testing to ensure accuracy and performance of updates.
• Assist business users during User Acceptance Testing (UAT).
• ServiceNow Support & Maintenance
• Investigate and resolve reported issues by replicating problems and implementing long-term solutions.
• Review and fulfill user requests, ensuring feasibility and efficiency.
• Track and report resolution progress in line with service level agreements (SLAs).
• Communication & Collaboration
• Coordinate with vendors and internal contacts to identify and fix process issues.
• Work closely with users to solve problems and suggest improvements.