Servicenow Functional Analyst

We are hiring! Role: Servicenow Functional Analyst Experience: 8+ years Job Summary: We are looking for an experienced ServiceNow Functional Analyst with expertise in IT Service Management (ITSM) , Configuration Management Database (CMDB) , and Strategic Portfolio Management (SPM) . The ideal candidate will have a proven track record in analyzing, designing, implementing, and supporting ServiceNow solutions for large-scale ITSM and CMDB integrations.

The analyst will collaborate with cross-functional teams to optimize ServiceNow processes, automate workflows, and ensure seamless integrations with external systems. Key Responsibilities: ITSM Expertise : Configure, customize, and implement ITSM modules including Incident Management, Problem Management, Change Management, Service Catalog, and Knowledge Management. Work with stakeholders to gather business requirements and translate them into functional specifications for ServiceNow solutions.

Define and configure Service Level Agreements (SLAs) to align with business processes. Implement ITSM best practices, ensuring that processes align with ITIL standards. Collaborate with ServiceNow administrators and developers to ensure smooth deployments and updates.

CMDB Expertise : Design and configure CMDB architecture to ensure that configuration items (CIs) are accurately captured and updated within ServiceNow. Integrate ServiceNow CMDB with external systems (e.g., monitoring tools, asset management systems) using REST/SOAP APIs. Manage and optimize Discovery schedules, Service Mapping, and CSDM (Common Service Data Model).

Troubleshoot and resolve issues related to CMDB data quality, ensuring accurate data governance and management. Provide guidance on the lifecycle management of CIs and ensure compliance with best practices. SPM Expertise : Implement and configure Strategic Portfolio Management (SPM) modules such as Demand Management, Project Management, Resource Management, and Portfolio Management.

Work closely with business stakeholders to optimize project portfolios, ensuring efficient resource utilization and timely project deliveries. Align business goals with SPM processes by defining project and portfolio workflows and ensuring integration with other ServiceNow modules. Create dashboards and reports to provide visibility into portfolio performance and project status.

General Responsibilities : Conduct workshops with business users to gather functional requirements and suggest best practices for implementing ServiceNow solutions. Develop and maintain detailed documentation, including functional specifications, process workflows, and integration plans. Participate in code reviews, testing (UAT, regression), and troubleshooting to ensure system functionality meets user requirements.

Ensure that the ServiceNow platform is continuously optimized and upgraded with the latest features and functionalities. Provide training and support to business users and stakeholders, ensuring effective adoption of ServiceNow processes and tools. Collaborate with offshore and onshore teams to manage the project lifecycle and deliver solutions on time.

Key Requirements : Experience : Minimum 8 years of IT experience with at least 5 years of hands-on experience in ServiceNow implementation, configuration, and support. Strong expertise in ITSM , CMDB , and SPM modules, with experience in configuring and customizing these areas. Previous experience in ServiceNow versions (e.g., Madrid, New York, Orlando, etc.).

Experience in working with Discovery , Service Mapping , and CSDM . Proven ability to manage ServiceNow integrations with external systems using REST/SOAP APIs. Certifications : Certified ServiceNow System Administrator (CSA) .

Certified Implementation Specialist (CIS) in ITSM , SPM , and CMDB . Micro-certifications in Flow Designer , Automated Test Framework (ATF) , or other ServiceNow specialties are a plus. Technical Skills : Strong knowledge of JavaScript , GlideScript , and ServiceNow Scripting (Business Rules, Client Scripts, UI Policies, UI Actions, etc.).

Hands-on experience with Service Portal , Reports , and Dashboards within ServiceNow. Expertise in working with Discovery , Event Management , and other ITOM features. Understanding of ITIL frameworks and their implementation in ServiceNow.

Soft Skills : Strong communication and presentation skills with the ability to interact with business and technical stakeholders. Ability to work effectively in a team environment with cross-functional teams across multiple geographies. Excellent problem-solving skills and the ability to troubleshoot issues and provide timely solutions.

Strong organizational skills and the ability to manage multiple tasks and priorities in an agile environment.