Experience : 4+ Years
Location: Hyderabad On Site
Notice Period : Immediate to 30 Days
Role Summary: Serve as the bridge between Client’s support and operations business processes and standard ServiceNow ITSM workflows. This role will assess / analyze existing 1P systems (i.e. internal ticketing systems) and design transition paths toward SN Incident, Case, Change, and Knowledge modules with minimal customization.
Requirements
Key Responsibilities:
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Map (and document where needed) current support ops workflows and data models
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Translate business requirements into SN-compatible process designs
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Design resolver flows, approval chains, and support group hierarchies
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Lead fiunctional workshops with stakeholders and support teams
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Collaborate with Client’s product managers and BSAs to ensure fit-fior-purpose designs
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Document all learnings / decisions. Conduct defined level ofi Knowledge Transfier back to a Client’s on periodic basis
Required Experience:
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4+ years in ITSM process consulting or fiunctional roles
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Expertise in SN modules: Incident, Change, Case, SAM, Knowledge
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Familiarity with large enterprise ops and legacy-to-SaaS migration strategies
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Excellent documentation, stakeholder engagement, and migration planning skills
