Functional Lead - IT

- Analyse business processes, systems, and workflows within the ServiceNow environment to identify improvement opportunities.

- Lead requirement gathering and documentation efforts (BPMN, FRD, wireframes).

- Design ServiceNow solutions, including business process flows, UX best practices, and reports/dashboards, ensuring alignment with business objectives and IT strategy.

- Engage in client and stakeholder management, facilitating meetings, documenting outcomes, and ensuring project deliverables meet or exceed expectations.

- Effectively communicate and apply project standards and manage resources in accordance with the project.

- Collaborate with developers and administrators for solution implementation and support change management processes to drive solution adoption.

- Successfully deliver high-quality service on schedule and match the client's expectations effectively.

- Be the process expert in how to support IT departments by using ServiceNow ServiceNow's IT Service Management products using ServiceNow standard practices focused on configuration vs. customization.

- Driving ITSM/CSM/HRSD-specific process definition, re-engineering, improvement and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholders.

- Lead customers in their efforts to take advantage of the ServiceNow Solution's standard capabilities in their efforts to improve their processes.

- Lead customer design workshops focused on ServiceNow Platform and Solution functionality.

- Owning support of key customer process owners/Subject Matter Experts (SMEs) to obtain business requirements using ServiceNow standard materials and collateral.

Profile Requirements:.

- Experience in agile software development or service delivery.

- Demonstrable experience with ServiceNow; familiarity with platforms like Salesforce, Zendesk, Jira advantageous.