Position Summary
The ServiceNow Implementor serves as the bridge between business stakeholders and the technical development team to ensure successful implementation and adoption of ServiceNow solutions. This role focuses on gathering and translating business requirements, designing improved workflows using out-of-box functionality, and coordinating configuration, testing, and rollout activities.
Key Responsibilities:
- Lead and coordinate ServiceNow implementation projects from requirements gathering through go-live and stabilization.
- Work with business stakeholders to document current processes, identify pain points, and define requirements for ServiceNow solutions.
- Translate business needs into functional specifications and user stories for the development team.
- Collaborate with ServiceNow developers and architects to design scalable, compliant, and efficient solutions.
- Perform configuration within ServiceNow (e.g., forms, fields, workflows, approval rules, notifications) using out-of-the-box tools rather than custom code.
- Validate and test implemented functionality to ensure alignment with business requirements.
- Facilitate user acceptance testing (UAT) and support end-user training and documentation.
- Coordinate data migration, environment setup, and deployment planning with technical teams.
- Support change management, communication, and adoption activities throughout the implementation.
- Maintain awareness of new ServiceNow capabilities and recommend platform enhancements or process improvements.
Qualifications:
- 8+ years of hands-on experience implementing and configuring ServiceNow.
- Proven track record delivering multiple ServiceNow module implementations or enhancements.
- Strong knowledge of ServiceNow core modules: Incident, Problem, Change, CMDB, Knowledge, Service Catalog, Request Fulfillment, Discovery, etc.
- Experience with ITOM, integrations, automations, and CSDM.
- Familiarity with ITIL processes and frameworks.
- Knowledge of ServiceNow best practices.
- ServiceNow certifications strongly preferred:
- ServiceNow Certified System Administrator (CSA).
- Implementation Specialist certification (ITSM, ITOM, HRSD, etc.).
- ITIL Foundation or higher.
Preferred Skills:
- Experience with Agile/Scrum delivery methodologies.
- Knowledge of ITIL/ITSM processes and frameworks.
- Ability to interact with senior leadership and business stakeholders to provide technical guidance.
Description:
Responsible for Customer Relationship Management (CRM) system integration. Ensures all functions of CRM system effectively work with all other applications and operating systems. Requires a bachelor's degree in area of specialty and 10 years of experience in the field or in a related area. Provides design recommendations based on long-term IT organization strategy. Develops enterprise level application and custom integration solutions including major enhancements and interfaces, functions and features. Acts as an internal consultant, advocate, mentor and change agent. Bachelor’s or Master’s Degree in Computer Science, Information Systems, or other related field. Or equivalent work experience. Typically has 5 years of relevant architecture experience. Requires advanced to expert level knowledge and understanding of architecture, application systems design and integration.
Justification:
The ServiceNow Implementor will drive process design, coordination, and adoption. This role bridges the gap between business stakeholders and the development team, ensuring that requirements are well-defined, configurations follow best practices, and the platform delivers measurable process improvements.
By adding this position, we will:
- Accelerate implementation by reducing backand-forth between business and technical teams.
- Improve workflow design and standardization using outof-box ServiceNow capabilities.
- Increase solution quality, user adoption, and longterm maintainability.
- Allow the developer to stay focused on technical delivery rather than requirements gathering and validation.
In short: pairing a ServiceNow Implementor with our developer enables faster, higher-quality deployments and ensures that every build results in real process improvement—not just automation.
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