Senior ServiceNow Process Engineer - VP

Citi; Irving (TX); On-site; USD 100,000 - 130,000; Full time

Job summary

Citi is seeking a Senior ServiceNow Process Engineer to enhance their IT team. This role involves gathering business requirements, optimizing processes, and ensuring effective communication between technical teams and stakeholders. The ideal candidate will have extensive experience in IT Service Management and a strong understanding of ServiceNow solutions.

Qualifications

• 3+ years of experience as a Business Analyst focusing on ITSM solutions, particularly ServiceNow.
• Proven experience in gathering and documenting business requirements.
• Hands-on experience with ServiceNow modules like Incident Management and Change Management.

Responsibilities

• Gather and analyze business requirements for ServiceNow implementations.
• Design ServiceNow workflows and maintain documentation.
• Act as a liaison between stakeholders and technical teams.

Skills

ITIL processes

ServiceNow best practices

Communication

Analytical skills

Problem-solving

ServiceNow reporting

Dashboard creation

Microsoft Office Suite

Education

Bachelor’s degree in Business, Information Technology, or related field

Job description

Join to apply for the Senior ServiceNow Process Engineer - VP role at Citi

We are seeking a dedicated and skilled ServiceNow Process Engineering Specialist (PES) to join our dynamic IT team. The ideal candidate will play a crucial role in bridging the gap between technical teams and business stakeholders, ensuring the successful implementation and optimization of ServiceNow solutions. The PES will be responsible for refining business requirements, analyzing processes, and supporting the development of ServiceNow solutions that enhance business processes, improve service delivery, and contribute to the overall efficiency of the organization.

Key Responsibilities:

1. 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.
2. Solution Design & Documentation:
   • Work with technical teams to design ServiceNow workflows, configurations, and customizations based on business requirements.
   • Work with ServiceNow Architects to maintain detailed documentation, including functional specifications, process flows, and system architecture diagrams.
3. 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.
4. 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.
5. 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.
6. 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.
7. 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).