US Citizen
Green Card
EAD (OPT/CPT/GC/H4)
H1B Work Permit
Corp-Corp
W2-Permanent
W2-Contract
Contract to Hire
Consulting/Contract
UG :- - Not Required
PG :- - Not Required
No of position :- ( 1 )
Post :- 17th Dec 2024
• Act as ServiceNow Product SME ensuring deep knowledge of ongoing product changes delivered by the vendor and champion how the organization uses them.
• Work with Product Owner to manage the product backlog and roadmap
• Use deep ServiceNow product knowledge to lead the requirements gathering process with customers, process teams, product owner, and internal development team ensuring that ServiceNow capabilities are being leveraged as designed by the vendor.
• Elicit and create initial epics/features and elaborating into user stories that clearly describe the functional and non-functional requirements
• Deliver business requirements via artifacts such as epics, features, stories, acceptance criteria, process flows / diagrams, etc.
• Document requirements using the right level of detail for the development, quality assurance, and support team members.
• Clarify requirements and update use cases / user stories as needed throughout the software development life cycle.
• Assist in the development of project definitions, cost/benefit and risk analysis, work plans, estimates, progress reports, and presentations.
• Utilize ServiceNow Automated Test Framework to perform testing and identify root cause of failures to identify defects and ensure issues are resolved before promoting updates to production
• Coordinate User Acceptance Testing with customers
• Works with stakeholders to drive adoption
• Assess training needs for product changes and create / maintain training materials
• Monitor and triage the support queue and route items as needed
• Manage support for ServiceNow incidents, problems, and standard / support requests
• Document and maintain ServiceNow knowledge articles for support and use of the platform
• Act as release manager for regular releases, upgrades, and patches including communication of changes to stakeholders
• Review and analyze ServiceNow vendor release notes for upgrades and patches to identify the impact to current system use and ITSM processes and communicate to the ITSM Process Owners / Managers and stakeholders
• Act as ITSM process coordinator for the team for processes assigned ensuring the team adheres to process and policy
• Produce scheduled and ad hoc reports as necessary and assist customers with their reporting needs
• Practices safety conscious behaviors in all processes and procedures.