Role Description
The role requires strong ServiceNow knowledge with several years of hands-on experience and a solid understanding of the platform. The focus is on administration, processes, and user support rather than development or coding.
The position is multifunctional, covering Business Analysis, Change Management, and Knowledge Management responsibilities.
Key Responsibilities
ServiceNow Administration & Support
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Resolve ServiceNow administration-related issues, user problems, and process-related incidents.
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No development or coding required; however, the role involves asking the right questions to users to properly diagnose and resolve issues.
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Handle tickets such as troubleshooting cases where a user cannot edit incidents by investigating the root cause.
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Create and maintain ServiceNow reports and dashboards.
Business Analyst
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Act as a Business Analyst, gathering requirements for incidents, requests, and enhancements.
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Define and validate requirements clearly with users.
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Perform testing activities, such as validating newly created forms developed by the team, ensuring they meet the requested requirements.
Change Manager
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Act as a Change Manager (CM).
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Track and monitor changes, ensuring all information is accurate and complete.
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Lead Change Advisory Board (CAB / CAP) meetings with up to 20 participants.
Knowledge Management
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Develop and maintain ServiceNow knowledge base articles and user guides.
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Validate content accuracy, structure, and formatting to ensure quality standards.
Skills & Competencies
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Strong communication skills
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Ability to lead meetings with up to 20 participants
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Analytical mindset
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Curious and proactive attitude
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High level of autonomy
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Strong attention to detail, especially for testing activities
Technical & Professional Requirements
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ServiceNow: 3-5 years of experience
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ITIL Foundation (v3 is sufficient)
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English: mandatory / very important
