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Role Description

This role is a key contributor to the design, implementation, and optimization of ServiceNow solutions that drive operational efficiency across the organization. You will work closely with business stakeholders, analysts, and development teams to translate complex requirements into scalable, high-impact solutions. The position involves leading discovery sessions, conducting gap analyses, and providing expert guidance on leveraging ServiceNow capabilities to enhance business processes. You will maintain up-to-date knowledge of the ServiceNow platform and its modules, while ensuring solutions meet organizational goals. This is a highly collaborative role, combining technical expertise, problem-solving, and process improvement in a dynamic, supportive environment. Your work will directly influence process standardization, system effectiveness, and organizational performance.

• Design and implement business-focused ServiceNow solutions that are efficient, scalable, and aligned with organizational goals.
• Partner with Business Analysts, Administrators, and Developers to produce technical specifications, support testing, and develop implementation plans.
• Lead or participate in workshops and discovery calls to gather requirements, identify business needs, and improve internal processes.
• Conduct gap analyses, document current and future-state processes, and provide guidance on leveraging ServiceNow to optimize operations.
• Manage and communicate system requirements to ensure proposed solutions meet stakeholder expectations.
• Stay current on ServiceNow updates, features, and best practices, applying knowledge to inform system improvements.
• Support special projects and other duties as assigned, providing subject matter expertise and thought leadership.

Qualifications

• Minimum 3 years of experience in process definition, developing system requirements, documentation, and project artifacts.
• Proven analyst experience across multiple ServiceNow modules, including Field Service Management, Customer Service Management, Technology Provider Service Management, Project Portfolio Management, IT Service Management, and Hardware Asset Management.
• Strong experience leading workshops, discovery calls, and influencing senior stakeholders.
• Ability to provide technical guidance across teams and collaborate effectively with delivery teams.
• Solid understanding of ServiceNow modules, integrations, capabilities, and platform technologies.
• Excellent organizational, time management, and communication skills, with the ability to convey complex ideas clearly.
• Strong problem-solving skills and the ability to analyze and address complex business requirements.

Benefits

• Competitive salary range: USD $95,000 – $122,500 annually.
• Remote work flexibility within the United States.
• Comprehensive health, dental, and vision benefits.
• 401(k) retirement plan with company matching.
• Generous paid time off, including vacation, wellness, and volunteer days.
• Mental health support, including therapy visits, coaching, and meditation resources.
• Opportunities for career development, training, and professional growth.