Roles & Responsibilities

Gather, analyze, and document business and functional requirements.

Conduct workshops with stakeholders to understand business needs.

Translate business requirements into Functional Requirement Documents (FRD), User Stories, and Acceptance Criteria.

Work with ServiceNow developers to implement solutions.

Configure and support ITSM processes based on ITIL best practices.

Perform gap analysis between current and future -state processes.

Facilitate UAT planning, execution, and defect management.

Create workflow diagrams, process documentation, and SOPs.

Coordinate with project managers and technical teams throughout the SDLC.

Support ServiceNow upgrades and enhancement projects.

Ensure solutions comply with governance and security standards.

Assist in change management and user adoption activities.

Prepare dashboards, reports, and KPIs for stakeholders.

Conduct knowledge transfer sessions and end -user training.