ServiceNow Functional Consultant/Business Analyst

Work Schedule: Morning Shift

Work Setup: Hybrid (3x onsite per week) | Makati

Eligibility: Open to local and expat candidates currently residing in the Philippines

Responsibilities:

• Requirements Gathering and Analysis: Collaborate with ADNOCs business and IT stakeholders to elicit, document, and analyze functional and non-functional requirements for ServiceNow modules, translating them into effective configurations and workflows.
• Process Design and Optimization: Assess and optimize business processes (e.g., incident management, service requests, employee onboarding, risk assessments) to leverage ServiceNows out-of-the-box (OOB) capabilities, improving efficiency and user experience.
• Solution Configuration: Configure ServiceNow modules (ITxM, CSM, HRSD, IRM, SecOps, SPM) to meet business needs, including workflows, forms, reports, and self-service portals, with minimal customization.
• Operational Support: Support daily managed services operations, including incident resolution, service request fulfillment, and change management, ensuring adherence to SLAs (e.g., 4-hour incident resolution, 99.9% uptime).
• Enhancement Delivery: Design and implement enhancements to ServiceNow functionalities, such as new workflows, dashboards, or knowledge articles, to address evolving business requirements.

Requirements:

• Bachelors degree in Business Administration, Computer Science, Information Technology, or a related field (or equivalent experience).
• 3+ years of experience as a Functional Consultant or Business Analyst in ServiceNow implementations or managed services, with hands-on experience in ITxM, CSM, HRSD, IRM, SecOps, or SPM modules.
• Proven experience in gathering requirements, designing processes, and configuring ServiceNow solutions in enterprise environments.
• Familiarity with operational support tasks, such as incident resolution, service request fulfillment, and knowledge base maintenance.
• Experience with integrations involving enterprise systems (e.g., SAP, Active Directory, or similar platforms).
• Knowledge of regulatory compliance requirements (e.g., GDPR, AML) in IT service delivery.

Certifications:

• ServiceNow Certified System Administrator (mandatory).