Citi Group ServiceNow Process Engineering Specialist 

United States, Indiana 

198294326

What you'll do:

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

What we need from you:

• Bachelor’s degree in Business, Information Technology, or a related field (or equivalent experience)
• Relevant and recent 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.
• 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).
• 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.

Certifications (Preferred but not required):

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

What you'll do

• Technical development of ServiceNow engineering that support our Incident, Problem, Change, Chat, Portal, and Security Incident Response (SIR) capabilities
• Subject matter expert on adopting and implementing solutions to improve the Service Management capabilities
• People Management skills paired with development skills
• Act as a lead and architect of a solution on the ServiceNow platform.
• Partner with product owners, process owners, and other business leaders to build Service Management solutions
• Ensure the delivery of solutions are in-line with ServiceNow best practices, reducing as much customizations as possible
• Design, prototype, implement, test and deploy solutions on the platform.

What we need from you

• Hands on experience with Service Now platform administration, configuration, and monitoring.
• 6+ years of experience as a hands-on engineer and developer
• 4+ years managing ServiceNow or similar Service Management products
• Good understanding of the core platform components like business rules, client scripts, UI scripts, forms, and glide scripting.
• Knowledge of Java script, XML, HTML, CSS, bootstrap and web service Integrations using REST or SOAP.
• Experience with upgrades and clones.
• Experience in ATF is a plus.
• Experience in Reporting and Performance Analytics
• Service Now certifications are a plus.
• Excellent organizational skills, time management skills, sharp analytical and problem solving skills
• Solid technical background with understanding and/or hands-on experience in software development
• BA/BS in Computer Science (In lieu of degree, 4+ years work experience )

Time Type: