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Citi Group Senior ServiceNow Process Engineer - VP 
United States, Texas, Irving 
422884111

29.05.2025

Requirements Gathering & Analysis:

  • Collaborate with business stakeholders to gather, analyze, and document business requirements for ServiceNow implementations and improvements.
  • Translate business needs into functional specifications and user stories.
  • Assist in prioritizing requirements based on business needs and technical feasibility.
  • Solution Design & Documentation:
  • Work with technical teams to design ServiceNow workflows, configurations, and customizations based on business requirements.
  • Work with Service Now Architects to maintain detailed documentation, including functional specifications, process flows, and system architecture diagrams.

Process Optimization:

  • Analyze existing business processes and workflows to identify areas for improvement and automation.
  • Assist in designing and implementing best practices for process improvements within the ServiceNow platform.
  • Stakeholder Communication:
  • Act as a liaison between business stakeholders and technical teams, ensuring clear communication and alignment throughout the project lifecycle.
  • Provide ongoing support and guidance to business users on ServiceNow capabilities and process changes.

Testing & Quality Assurance:

  • Develop test plans, test cases, and execute system testing to ensure solutions meet business requirements.
  • Support user acceptance testing (UAT) by providing necessary documentation and guidance to end-users.

Training & Support:

  • Provide training and support to end-users to maximize the use of the ServiceNow platform.
  • Assist in troubleshooting and resolving issues reported by users and stakeholders.

Continuous Improvement:

  • Stay up-to-date with the latest ServiceNow features and best practices.
  • Recommend enhancements and new features based on business needs and ServiceNow updates.

Qualifications:

  • 3+ years of experience as a Business Analyst with a focus on IT Service Management (ITSM) solutions, particularly ServiceNow.
  • Proven experience in gathering and documenting business requirements, creating user stories, and collaborating with cross-functional teams.
  • Hands-on experience with ServiceNow modules such as Incident Management, Problem Management, Change Management, Asset Management, Service Catalog, and Knowledge Management.

Skills:

  • Strong knowledge of ITIL processes and ServiceNow best practices.
  • Excellent communication, analytical, and problem-solving skills.
  • Experience with ServiceNow reporting and dashboard creation.
  • Ability to work effectively in both independent and team environments.
  • Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).

Certifications (Preferred but not required):

  • ServiceNow Certified System Administrator (CSA).
  • ITIL Foundation Certification.
  • ServiceNow Certified Application Developer or Implementation Specialist.

Personal Attributes:

  • Strong attention to detail and a proactive approach to problem-solving.
  • Ability to manage multiple priorities in a fast-paced environment.
  • Collaborative and team-oriented, with excellent interpersonal skills.
  • Strong customer service orientation with a focus on improving user experience.

Education:

  • Bachelor’s degree in Business, Information Technology, or a related field (or equivalent experience).
Systems & Engineering

Full timeIrving Texas United States$125,760.00 - $188,640.00



Anticipated Posting Close Date:

May 19, 2025

View Citi’s and the poster.