Lead and facilitate discovery workshops to understand client business processes, requirements, and desired outcomes across ServiceNow modules
Translate business objectives into a clear project vision and actionable roadmap aligned with ServiceNow best practices
Own and manage the product backlog, working closely with clients to define requirements, prioritize features, and identify dependencies that inform development sequencing
Balance and negotiate competing priorities across multiple stakeholders and workstreams to ensure alignment and timely delivery
Oversee development activities by planning sprints, refining user stories, reviewing deliverables, and ensuring quality throughout the implementation lifecycle
Develop a deep understanding of client business operations and proactively anticipate needs to guide solution design
Serve as the primary liaison between business stakeholders and technical teams, driving consensus and ensuring clear, actionable requirements for developers.

5–7 years of ServiceNow experience, including ServiceNow Administrator certification
Experience as a Business Analyst or Systems Analyst supporting ServiceNow implementations and ongoing platform administration
3–5 years of client-facing and people management experience in a consulting or professional services environment
3+ years of experience working within Agile frameworks such as Scrum or SAFe
Strong background in business or systems analysis within both business and IT environments
Significant experience supporting or implementing enterprise ITIL/ITSM processes on the ServiceNow platform
Demonstrated ability to define business problems, develop solution strategies, and identify opportunities for process improvement
Proven experience with requirements gathering, process modeling/mapping, and Agile development methodologies
Solid understanding of ITIL/ITSM principles and their application within ServiceNow.

ServiceNow Implementation Specialist

Key skills