About the role

Analyzing, designing, and documenting client process improvements in ServiceNow at RSM. Collaborating with stakeholders to implement solutions and enhance service management efficiency.

Responsibilities

Analyze, design, and document opportunities to improve client processes using the ServiceNow platform.
Create functional designs, process flows, and user stories, gathering stakeholder feedback to shape solution architecture and delivery.
Evaluate Service Management processes, identify gaps, and develop ServiceNow‑based solutions that enhance efficiency and automation.
Translate diverse business requirements into scalable, technically sound ServiceNow configurations and customizations.
Clearly document and communicate insights, requirements, and solution plans to cross‑functional teams and client stakeholders.
Collaborate closely with clients, technical teams, and project leadership to ensure alignment throughout the implementation lifecycle.
Stay current on ServiceNow releases, platform enhancements, and industry best practices, recommending improvements that drive value.
Serve as a subject matter expert in ServiceNow and Enterprise Service Management.
Design, configure, and develop ServiceNow applications, modules, and custom components.
Configure workflows, UI policies, business rules, and other platform features to meet client requirements.
Implement enhancement requests, including UI changes, system property updates, foundation data adjustments, and workflow modifications.
Perform ServiceNow upgrades, installations, and platform maintenance activities.

Bachelor’s degree in Information Technology, MIS, Computer Science, or a related field; a technology‑focused MBA or equivalent experience is also acceptable.
ITIL 4 Foundation Certification (or higher).
ServiceNow Certified System Administrator (CSA).
2–4 years of experience delivering IT integration, consulting, or technology services.
Minimum of 3 years of hands‑on ServiceNow experience.
At least 2 years of experience working in a large enterprise or professional services environment.
Experience completing at least one full‑cycle ServiceNow implementation from initiation through deployment.
Strong verbal and written communication skills, including client‑facing presentations and documentation.
Ability to work effectively in a collaborative, team‑oriented environment.
Highly self‑motivated, organized, and able to prioritize tasks in fast‑paced settings.
Core competencies include business analysis, project management, process evaluation, and organizational change management.
Experience delivering IT consulting solutions involving strategy, process, technology, and infrastructure components.