Promote ServiceNow best practices and recommend out of the box solutions where appropriate
Lead service and process design sessions via workshops
Capture business and functional requirements in the form of user stories, use cases, process flowcharts, UML diagrams and other business process modeling techniques.
Collaborate with the Architecture Review Board on defining technical design and ensure that the standards are followed when documenting technical solution
Collaborate with the Project Managers on projects estimates and delivery
Keep up-to-date on ServiceNow functionality and make recommendations on how the new features can be used to enhance business processes
Interface with the QA and Development teams to confirm that the developed solutions meet business requirements
Assist in analysis and reporting of defects during testing phase
Provide implementation and post implementation support when required
Recommend changes to established methods and suggest alternative solutions to improve quality and increase productivity
● 职位要求：
在实施CSM和ITSM服务解决方案方面有丰富的知识和经验；
理解不同的SDLC方法，如敏捷、瀑布、迭代；
有工作流程分析、设计和流程再造的经验；
理解IT概念(windows平台、集成、web服务、报告)；
具有广泛的商业和管理知识；
以客户为中心，具有出色的人际关系技巧；
优秀的书面和口头沟通能力；
5年以上服务行业ITSM和CSM模块及平台经验；
有在ServiceNow平台上构建服务的经验。
● Requirements：
Strong ServiceNow knowledge and experience in implementing CSM and ITSM ServiceNow solutions
Understanding of different SDLC methodologies like Agile, Waterfall, Iterative
Experience in workflow analysis, design and process re-engineering principles
Understanding of IT concepts (windows platform, integrations, webservices, reports)
Broad business and management knowledge
Client focused approach with outstanding interpersonal skills
Excellent written and verbal communication skills
5+ years of experience with ServiceNow ITSM and CSM modules and the platform, in general.
Experience with services built on the ServiceNow platform