servicenow hrsd resume

• ServiceNow Developer Resume Example

Resume Examples

• Common Tasks & Responsibilities
• Top Hard & Soft Skills
• Action Verbs & Keywords
• Resume FAQs
• Similar Resumes

Common Responsibilities Listed on ServiceNow Developer Resumes:

• Design, develop, and implement ServiceNow applications, including customizations, integrations, and workflow automation
• Develop custom applications and reports using ServiceNow scripting languages, such as JavaScript, HTML, and CSS
• Troubleshoot and debug ServiceNow applications and integrations
• Create and maintain technical documentation for ServiceNow applications
• Monitor and optimize ServiceNow performance
• Develop and maintain ServiceNow security policies and procedures
• Develop and maintain ServiceNow integrations with other systems
• Develop and maintain ServiceNow automation processes
• Develop and maintain ServiceNow customizations and custom objects
• Develop and maintain ServiceNow reports and dashboards
• Develop and maintain ServiceNow training materials and user guides
• Develop and maintain ServiceNow best practices and standards

Speed up your resume creation process with the AI-Powered Resume Builder . Generate tailored achievements in seconds for every role you apply to.

ServiceNow Developer Resume Example:

• Developed and implemented a custom ServiceNow application for a client, resulting in a 25% increase in efficiency and a 15% reduction in errors.
• Collaborated with cross-functional teams to troubleshoot and debug ServiceNow applications, resulting in a 30% reduction in downtime and improved user satisfaction scores.
• Created and maintained technical documentation for ServiceNow applications, ensuring compliance with industry standards and best practices.
• Developed and maintained ServiceNow integrations with other systems, resulting in a 20% increase in data accuracy and a 10% reduction in manual data entry.
• Developed and maintained ServiceNow automation processes, resulting in a 30% reduction in manual tasks and improved team productivity.
• Developed and maintained ServiceNow customizations and custom objects, resulting in a 15% increase in system flexibility and improved user satisfaction scores.
• Designed and developed a ServiceNow reporting dashboard, resulting in a 25% increase in data visibility and improved decision-making processes.
• Monitored and optimized ServiceNow performance, resulting in a 20% increase in system speed and improved user satisfaction scores.
• Developed and maintained ServiceNow security policies and procedures, ensuring compliance with industry standards and best practices.
• ServiceNow Application Development
• ServiceNow Integration
• ServiceNow Automation
• ServiceNow Customization
• ServiceNow Reporting and Dashboards
• ServiceNow Performance Optimization
• ServiceNow Security and Compliance
• Cross-functional Collaboration
• Troubleshooting and Debugging
• Technical Documentation
• Industry Standards and Best Practices
• Process Improvement
• Team Productivity
• User Satisfaction
• Data Accuracy and Visibility

Top Skills & Keywords for ServiceNow Developer Resumes:

Hard skills.

• ServiceNow Development
• ServiceNow Administration
• ServiceNow Scripting
• ServiceNow Workflow
• ServiceNow Reporting
• ServiceNow Security
• ServiceNow Catalog Management
• ServiceNow Service Portal
• ServiceNow Performance Analytics
• ServiceNow ITSM Implementation

Soft Skills

• Problem Solving and Critical Thinking
• Attention to Detail and Accuracy
• Collaboration and Teamwork
• Adaptability and Flexibility
• Time Management and Prioritization
• Communication and Interpersonal Skills
• Analytical and Logical Thinking
• Customer Service and Support
• Self-Motivation and Initiative
• Creativity and Innovation
• Active Listening and Feedback Incorporation
• Continuous Learning and Improvement

Resume Action Verbs for ServiceNow Developers:

• Troubleshot
• Implemented
• Streamlined
• Collaborated
• Architected

Generate Your Resume Summary

Resume FAQs for ServiceNow Developers:

How long should i make my servicenow developer resume, what is the best way to format a servicenow developer resume, which keywords are important to highlight in a servicenow developer resume, how should i write my resume if i have no experience as a servicenow developer, compare your servicenow developer resume to a job description:.

• Identify opportunities to further tailor your resume to the ServiceNow Developer job
• Improve your keyword usage to align your experience and skills with the position
• Uncover and address potential gaps in your resume that may be important to the hiring manager

Complete the steps below to generate your free resume analysis.

Related Resumes for ServiceNow Developers:

Servicenow developer, cloud developer, cloud engineer, application developer, backend developer, full stack developer, software developer, software engineer.

Servicenow Hrsd Developer Resume Format For Fresher And Experience

Resume format for servicenow hrsd developer freshers.

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The servicenow hrsd developer resume uses a combination of executive summary and bulleted highlights to summarize the writers qualifications. The summary also emphasizes skills in team leadership and problem solving while outlining specific industry experience in pharmaceuticals, consumer products, software and telecommunications.

The job seeker details responsibilities in paragraph format and uses bullet points in the body of the resume to underscore achievements that include the implementation of marketing strategies, oversight of successful projects, quantifiable sales growth and revenue expansion.

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ServiceNow Resume for Admin Developers Tester HRSD Freshers

Building a good resume is one of the most important aspects before applying for any job and getting shortlisted for a role. In this article, we will share some key aspects of building a good ServiceNow Resume for developers, administrators, experienced, freshers, and Testers. This article will be based on the experience of various interviewers we have known from all over the world.

Table of Contents

ServiceNow Resume

ServiceNow is one of the fastest-growing companies and there is a huge number of job profiles available in ServiceNow. There are companies that provide ServiceNow product services like HCL, Cognizant, Accenture, KPMG, and IBM, and they also month hire a lot of ServiceNow professionals. Thus a lot of people are searching for ServiceNow resume samples that can help them to structure their resumes for applying for a new job in the ServiceNow profile.

Whenever a resume is shared with a recruiter, most of them try to analyze whether skills fit the job description or not. Based on that only a recruiter will shortlist your resume. A good ServiceNow resume should highlight your skills and also the management skills you have performed in your current job with the certification you have acquired over the years. Certification provides validation that you have gone through the necessary training and exam. Some companies have a mandatory certification policy for any job profile.

ServiceNow Resume Samples

If you are applying for any ServiceNow profiles then you should have these highlights in your resume

Programming Language : HTML, CSS, Java, JavaScript, XML

Certification : Certified ServiceNow Administrator (CSA)

Optional Certification or Good to have certifications

Certified Implementation Specialist – IT Service Management

ITIL v4 Foundation

Should have written and verbal communication skills.

ServiceNow Interview Questions

ServiceNow CMDB Interview Questions

ServiceNow Resume Samples For Freshers

For freshers, it is important to share the certification and the knowledge they have about ServiceNow. Programming Languages like C, Java, JavaScript, API, Angular will be beneficial. SDLC Methods (Agile, Waterfall).

ServiceNow Business Analyst Resume

Modules : Incident, Problem, Change, Knowledge Management, SLA, Service Asset and Configuration Management, Service Catalog Management

Should know and highlight in resume about requirement gathering experience, ITIL framework, and ITSM processes, software development cycles (e.g., Agile, Waterfall, etc.) Gap analysis, Process mapping via ITIL, Business process reengineering, ITIL Foundations Certified v2 or v3 or V4, Microsoft Office applications

Additional Certification

Certified Associate in Project Management (CAPM)

Project Management Professional (PMP)

Scrum Master

Download ServiceNow Business Analyst Sample Resume

ServiceNow Administrator Resume

Modules : Incident, Problem, Change, Knowledge Management, SLA, CMDB

Should know and highlight in resume work done on creating service requests, configure SLA, Import records, User and Group management, Upgrade, Update sets, Patching, Troubleshooting.

ServiceNow Admin Interview Questions

Download ServiceNow Administrator Sample Resume

Senior ServiceNow Developer Resume

Developers or Senior ServiceNow Developers Should know and highlight the work done on Business Rules, Client Scripts, ACL’s, Notifications, UI Pages, UI Macros, Script Includes, Formatters, UI Policies, UI Actions, Service Portal, LDAP, Integrations – Rest and SOAP, PA, Agile Development, AJAX, JSON, XML.

ServiceNow Certified Application Developer

ServiceNow Developer Interview Questions

Download ServiceNow Developer Sample Resume

ServiceNow Tester Resume

Should highlight and know the work done on ITSM, Notifications, ServiceNow ATF test cases, Flow Designer, Workflow, Rest APIs, Agile Development, familiar with all browsers, AJAX, JSON, Upgrade, Activation of new plugins and modules. Create test cases and results achieved, functional module knowledge.

Additional Certifications

ServiceNow Micro-Certification – Automated Test Framework Fundamentals

Download ServiceNow Tester Resume Sample

ServiceNow HRSD Resume

Should know and highlight the relevant experience in HR and also should know the process of onboarding and offboarding of a resource, holidays, different types of leaves, legal rights of an employee, etc. Should have worked in HR module or developed, Implement the HR processes in ServiceNow.

ServiceNow Certified Implementation Specialist – HR (CIS-HR)

or any other HR professional certification.

Download ServiceNow HRSD Resume Sample

ServiceNow SecOps Resume

Should know and highlight working of Incident, Security Incident, Major Incident Management, Security incident, Security Service request, Integration with security tools ex- Virus Total, IBM QRadar, Splunk, Qualys, Tenable, etc and best practices and standards like NIST, MITRE ATT & ACK, SANS Etc

ServiceNow Certified Implementation Specialist – Vulnerability Response

ServiceNow Certified Implementation Specialist – Security Incident

Download ServiceNow SecOps Resume Sample

ServiceNow Resume Points

Resumes should be digital which means the file type you are sharing should be in doc, Docx, pdf, txt. Most of the HR and recruiters have recruitment software that can process your resume and fill information in the tool and most of the tools have pre-defined formats which they can accept.

Every resume should always contain below information

Contact Information

LinkedIn Profiles are a must to share nowadays.

Objective or Summary

Work history or professional history

Education history

Technical Skills

Certification

Achievements or Awards or Hobbies or any additional details

All the information written in the resume should be crisp and clear to the HR, recruiter, interviewer. You can download the resumes shared for different job profiles and edit them based on your experience and the position you are applying for.

Where to apply for ServiceNow Jobs

ServiceNow Developer

ServiceNow Administrator

We hope that the information shared above will help you in your professional journey. Do not hesitate if any case you want to correct some information on the article or you want to share your experience with us through comments. All the very best for your future and if in any case, you need help with any topic related to ServiceNow that we can help do lets us know.

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ServiceNow Developer resume example

Are you an expert at using the ServiceNow platform to help automate time-consuming business processes?

Being a developer might be pretty impressive to most people, but you need to go the extra mile to grab the recruiter’s attention if you want to stand out.

To help you do this, we’ve put together some of our top tips, as well as a ServiceNow developer resume example. Check them out below.

Resume templates 

ServiceNow Developer Resume Example

This ServiceNow Developer resume example shows you the most effective layout for a resume in today’s job market, along with the type of content you need to include.

Stick closely to these guidelines as you write your own resume, to boost your chances of getting lots of responses, interviews and job offers.

Now lets dive into the details of how you write your own eye-catching resume…

ServiceNow Developer resume layout and format

If you want to get noticed in the job market, you have to pay attention to the format and layout of your resume.

Essentially your resume needs to look highly polished, and provide hiring managers with an easy reading experience.

Use these resume formatting tips to get a head start on this.

Formatting your resume

• Length: To ensure that recruiters will read all of your resume, limit its length to 2 pages – as they someteimes read hundreds of resumes daily.
• Font & readability : Simplicity and a pleasant reading experience are crucial if you want to highlight your most valuable skills to recruiters. Use a clear font (avoid fancy ones) and break up the text in your resume with bullet points to ensure information can be easily consumed.
• Layout: A well-designed resume is not just visually pleasing, but it must also be functional. To achieve a functional design, use bold headings and borders to separate the content into clear sections.
• Photos: You are not obliged to add a photo to your resume in the USA, but it can be a nice way of adding some life to the document.

Quick tip: Achieving a professional look for your resume can be difficult and time-consuming. If you want to create an attractive resume quickly, try our quick-and-easy Resume Builder and use one of their eye-catching resume templates.

Resume layout

Here’s an overview of the sections you should add when writing your resume .

• Name and contact details – Stick these details at the top, so they are easy to find.
• Resume summary – A punchy paragraph summarizing your skills and knowledge, enticing recruiters to read more of your resume.
• Skills section – Short list of your most valuable skills, enabling recruiters to quickly spot your suitability.
• Work experience – Showcase your previous employment, starting with your most recent roe and working backwards – voluntary work and college placements can be included if you have no paid experience.
• Education – A summary of your most relevant qualifications and academic achievements
• Additional info – An optional section for that other attributes that may boost your application, such as hobbies or clubs

Here’s what to add to each section of your ServiceNow Developer resume.

Contact Details

Make it easy for hiring managers to contact you by adding your contact details to the top of your resume.

Keep this section small to save space and include the following.

• Name and profession title
• Telephone number – Ideally your cell phone so you can answer quickly.
• Location – Add your general location such as LA or New York
• Email address – Use a professional looking one with no nicknames.

You can add a link to your LinkedIn profile if you have one – you do not need to include personal details like date of birth or marital status.

ServiceNow Developer Resume Summary

Your resume summary is like an elevator pitch. It’s your chance to sell yourself to employers within a short space of time.

Achieve this by summarizing your skills and expertise, whilst highlighting your abilities that closely match the jobs you are aiming for.

How to create a resume summary that will excite recruiters:

• Keep it short: Attention spans are short in the job market, so keep your summary brief and high-level at around 4-7 lines – This is just enough to catch the eye of rushed hiring managers.
• Tailor to target jobs: By carefully reviewing the job description and incorporating as many relevant skills as possible, you can customize your resume to better match your target jobs.
• Avoid using cliches: You might be a “ highly motivated go-getter who thinks outside the box” but generic meaningless cliches like that don’t tell employers much about you – stick to factual information in your summary.

ServiceNow Developer resume summary example

What to include in your servicenow developer resume summary.

• Summary of your experience: Summarize the type of work you have done in the past and the benefits you have delivered for the organizations you worked at.
• Relevant skills: Scatter your most in-demand ServiceNow Developer skills through your summary to ensure they are noticed quickly by hiring managers.
• Qualifications: If your job requires any qualifications such as a professional course or a college degree, mention it briefly in your summary.

Quick tip: Choose from hundreds of pre-written summaries across all industries, and add one to your resume with one-click in our quick-and-easy Resume Builder . All written by recruitment experts and easily tailored to suit your unique skillset and style.

Core skills section

Underneath your summary, write a core skills section to make your most relevant skills jump off the page at readers.

It should be made up of 2-3 columns of bullet points of your relevant skills.

Before you do this, look over the job description and make a list of any specific skills, specialisms or knowledge required.

Then, make sure to use your findings in your list. This will paint you as the perfect match for the role.

Best skills for your ServiceNow Developer resume

ServiceNow Platform Expertise – Maintaining an in-depth knowledge and proficiency in developing applications and customizations on the ServiceNow platform, including modules like IT Service Management (ITSM), IT Operations Management (ITOM), and Human Resources Service Management (HRSM).

ServiceNow Scripting – Scripting using JavaScript to create and customize Business Rules, Client Scripts, UI Policies, and other script-based elements in ServiceNow.

ServiceNow Integration – Integrating ServiceNow with other systems and tools using RESTful APIs, Web Services, and MID Server to facilitate data exchange and automation.

Service Catalog Configuration – Designing, developing, and maintaining Service Catalog items and workflows to improve service request fulfillment and streamline user interactions.

Incident, Problem, and Change Management – Configuring and customizing Incident, Problem, and Change Management processes in ServiceNow to meet the organization’s ITIL-based requirements.

Service Portal Development – Building intuitive and user-friendly Service Portals to enhance end-user experience and enable self-service capabilities.

ServiceNow Reporting and Analytics – Creating custom reports, dashboards, and performance analytics to provide insights into service performance and key performance indicators (KPIs).

ServiceNow Upgrades and Patching – Performing upgrades and patching of the ServiceNow platform to ensure the latest features, security updates, and bug fixes are applied.

ServiceNow Automated Testing – Utilizing knowledge of automated testing methodologies and tools for ServiceNow applications to ensure code quality and reliability.

ServiceNow Best Practices and Governance – Maintaining familiarity with ServiceNow development best practices, version control, and change management processes to maintain a stable and scalable ServiceNow environment.

Quick tip: Our quick-and-easy Resume Builder contains thousands of in-demand skills for every profession that can be added to your resume in seconds – saving you time and greatly improving your chances of landing job interviews and getting hired.

Work experience

So, you’ve got the recruiter interested with your catchy summary… Great work.

Now it’s time to show them the impact you make in the workplace by listing out your previous jobs and what you achieved in each one.

If you have tons of experience, you can condense this part down to the last few years – if you are junior, then you should include as much possible (even volunteering and school work placements)

Structuring your jobs

Without a good structure, your job description can look messy and overwhelming to anyone reading them.

Make it easy for recruiters to read your work experience by structuring your roles like this.

Job outline

Start with a 1-2 sentence outline of the role, summarizing what the goal of your position was, who you reported to (or managed) and the type of organization you worked for.

Key responsibilities

Then delve into the detail of your job by listing out easy-to-read bullet points which show how you apply your skills in the workplace.

Tailor these bullet points to focus on the skills and knowledge that are required in the jobs you are applying for.

Key achievements

Round off each job by adding some impressive achievements you made in the role.

Anything you’ve done that has made a big impact on your employer will make a good impression, think; generating revenue, saving costs, or improving a product.

Quantify your achievements with number where possible e.g. “reduced call wait time by 10%”

Example job for ServiceNow Developer resume

Design, develop, and implement ServiceNow products that meet customer needs, for an organization that enables businesses to embrace productivity suite and eliminate all the overheads which come with on-premise software.

Key Responsibilities

• Consult with stakeholders and other teams to understand and translate requirements into timely technical deliverables.
• Produce scalable and adaptable applications, workflows, and forms for process automation purposes.
• Maintain client scripts, business rules, and UI policies by leveraging JavaScript, AngularJS, JQuery, HTML/CSS, GlideAjax/GlideRecord, and Apache Jelly.
• Map out integrations between ServiceNow and staffing, IT asset management, and authentication systems.

Quick tip: Create impressive job descriptions easily in our quick-and-easy Resume Builder by adding pre-written job phrases for every industry and career stage.

Education section

After your work experience, add your education section.

If you are an experienced professional, you can keep this part short – adding basic details of each qualification .

If you have little or no experience, bulk this section up by adding more detail and highlight important skills and knowledge for your target jobs.

Additional information

The additional info section is optional but can be useful if you have anything else to add that could benefit your application.

For example, you may have some hobbies and interests that are relevant to your job – or you might have awards or publications to shout about.

Writing your own winning ServiceNow Developer resume

Writing a ServiceNow Developer resume can be challenging but following the steps above will ensure that you land plenty of interviews.

Good luck with your job search!

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Resume tips for ServiceNow Developers

By Andy Fury

The technology industry has a higher turnover rate than any other job sector in the world, and those working with ServiceNow are no different. Companies stand still, others invest in new stacks that appeal to ambitious professionals, and the temptation to brush up your resume and start looking elsewhere quickly turns into hitting “send” on a few tentative emails.

ServiceNow is a growing technology, offering fantastic opportunities to professionals looking to move on. If you want to stand a chance of landing your dream job or make the next significant step in your career, it’s worth making sure you have a few fundamentals in place first.

Here’s some of our top tips when putting together your resume for that great ServiceNow Developer role you’ve just seen.

This section should appear pretty high up on your resume, it’s headline-grabbing information that summarises you as a potential candidate. Essentially, it’s a list of what you’re technically proficient in, as well as how many years experience you have of each component. Although it’ll mostly contain jargon, don’t abbreviate anything—you don’t want to miss out on any automated searches.

Remember to keep this section brief. It just needs to be a list of the areas you’re proficient in and how many years you’ve spent working with them. Occasionally, a busy hiring manager will use this section to immediately rule you in or out of the interview stage, so matching your skillset to what they’re looking for is the sole purpose of this section. You may think you’ve included everything that an employer could possibly want, but it pays to have a look through the job description to be doubly safe. They might want a specific amount of experience with, say, API Integrations, which rules you in or out. Similarly, there may be something you’d completely forgotten about or thought was irrelevant, just because you don’t use it in your current role.

A job ad is your best friend during any application. You may not be able to gauge whether or not you’ll be a good fit culturally, but when you’re given a list of requirements by an employer it’s a basic mistake to omit something that could get you in front of a hiring manager. Make sure that any specific technical skills you possess that are mentioned on the ad, are also included on your resume.

A desirable trait for a ServiceNow Developer will be the ability to write clearly structured sentences explaining the business outcome of specific applications/modules you have built, as well as why and how they were implemented. While your immediate priority is showcasing your technical skills, be aware that written communication will be something an employer is looking for, and this is a great place to demonstrate this. Nobody’s looking for War and Peace, but an ability to clearly and concisely summarise your experience is a great way to show off this skillset.

Outline projects you’ve been involved with and look to show off things outside of the usual skillset for a Developer. For instance, if you’ve taken the lead on a project then it points towards desirable traits for a company who are keen on developing their staff and see long-term value in their hires. If you’ve led workshops, then that’s usually the sort of thing that a Project Manager or Analyst will do, but gives a hiring manager confidence that you could be put in front of a client face-to-face. It’s not a common trait within the tech community, so it’s incredibly desirable and will make your resume stand out.

It’s also essential to focus on the verticals you’ve been involved in, if you don’t wish to name the companies you’ve worked with. Was your previous ServiceNow role within HR? Then it needs to be in there; if the hiring company has specific requirements that it wants to achieve from its stack, then your experience really comes into play. It’ll really make you stand out, particularly if it’s outside of ITSM. More and more organizations are seeing the benefit ServiceNow has to the wider business, so if you’ve experience of implementing it beyond just ITSM, be detailed and talk about how you used it. Partners and enterprises are now looking for expertise beyond just ITSM; if you have ITOM, ITBM, SecOps, HR or GRC, make sure you talk about it!

Another often overlooked aspect here are the direct benefits that you brought to the business as a result. Look at the modules you have experience in and detail the projects you were part of. If you made something leaner or meaner, increased revenue, saved money or improved service levels, then you should always include the direct results. Someone who’s hiring a ServiceNow Developer will be doing it within the wider remit of how it impacts the company, so presenting yourself as someone with acumen for business outcomes is appealing.

This section is also useful to map your career progression. If you’ve moved around companies frequently, a recruiter may worry that you’re unlikely to stay in the long-term. If you can present a history that isn’t just bouncing around looking for a pay rise every couple of years, then they’ll look at you as someone with ambition to progress and look at ways they can support this.

Having a degree isn’t essential to landing the job—a resume packed full of experience and certifications will cover it—but most employers are looking at your education. They want to see that you’ve studied and can apply yourself to learning. After all, ServiceNow is a platform with constant new releases, so a resume without any study on it will jump out for all the wrong reasons. Include any IT-related qualifications; your education doesn’t need to be 100% aligned to your career but again, it’s desirable.

As for ServiceNow, be sure to include your certifications, and whether they’re current for the latest release. The platform is updated so frequently that there isn’t room for embellishment here, so keep it honest. If you’re going through the certification program, you’re showcasing a willingness to invest time in your professional development, so employers will be just as interested in the breadth of your qualifications as they will how up to date they are.

Our most recent Nelson Frank Salary Survey revealed that 63% of employers paid for their workforce’s certifications in full, so even if yours aren’t for the current release, being able to demonstrate a track record of your desire to gain them may end up with further investment in your future as part of your new job.

Check, check and check again

It may sound simple, but take your time before finally hitting send. Go through the entire document forensically for any spelling or grammar errors. They might not directly stop you from getting through to an interview, but it leaves a bad impression on whoever is sorting through resumes. Let’s be honest – being unable to spell where you got your degree won’t stop you getting a job, but it looks sloppy and will leave an interviewer with serious reservations about your attention to detail.

Finally, make sure everything is clear. Do your roles and experience make sense? Is it relevant to this specific role? Are the certs you’ve mentioned up to date, do they refer to the current release? If something’s unclear, an employer won’t call you for clarification, they’ll simply move you to the “no” pile.

It’s such a simple mistake, but the number of error-ridden resumes that land in hiring managers’ inboxes is one of their biggest bugbears on a day-to-day basis. Even if you’re unsure how your application will compare against your peers, leaving a good first impression will give you a great head start!

Still in doubt? Ask the experts

If you’re still unsure of what needs to go where, or how to best appeal to potential employers, why not seek out a recruiter? Sure, that might seem like obvious advice from us, but our consultants work closely with companies and know what they find desirable. They’ll be able to speak with you, find out your skills and experience, and present your resume in a way that is guaranteed to get it under employers’ noses.

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Navigate the journey of ServiceNow HRSD implementation

Navigating the journey of a ServiceNow HRSD implementation is like guiding a ship through a sea of opportunities mixed with challenges. The potential rewards are immense, but the process can be complex.

This process is a critical part of the larger digital transformation that many organizations are undertaking. It also requires a keen understanding of change management to help the organization transition smoothly into the new system. Steering this ship is far from easy.

By sharing her knowledge and consulting with others, Erin is dedicated to empowering ServiceNow customers to overcome the challenges and maximize the rewards of their own HRSD journey. Get ready to enjoy a journey of discovery with Erin as your guide.

Understanding the challenges of ServiceNow HRSD implementation

Implementing ServiceNow’s Human Resources Service Delivery (HRSD) module is not without its hurdles. These roadblocks often stem from stakeholder management, adapting the functionality of the platform to meet HR team needs, and maintaining the delicate balance of employee experience . As Erin points out, “The biggest challenge that I see our customers facing when they’re going through an HRSD implementation is really stakeholder management.”

The implementation process of ServiceNow’s HRSD can feel like a high-stakes jigsaw puzzle. But, with the right approach and understanding, these pieces can fall perfectly into place, resulting in a smooth, efficient, and beneficial implementation. Maintaining open lines of communication among all stakeholders, carefully tailoring the platform’s functionality to specific team needs, and preserving the positive employee experience are the trifecta of success for HRSD implementation.

So, let’s dive right into that HRSD jigsaw—we might even find some corners to start with.

Who’s got your back? The role of the implementation partner

A good implementation partner plays a crucial role in facilitating the successful implementation of ServiceNow HRSD. Not only do they help manage the transitions and change, but they also work to ensure the ServiceNow platform delivers value to HR professionals.

Erin emphasizes the importance of collaboration: “setting up some separate meetings with our business process consultant and the lead of whoever’s managing the HRSD implementation on the customer side.”

A proficient implementation partner brings to the table a rich repository of experience from past implementations and industry-wide best practices. They understand the potential pitfalls and are skilled at circumventing them. They can provide the necessary training to HR teams, facilitating their adjustment to the new platform.

Your implementation partner is your supporting actress in your HRSD drama—but without all the intrusive paparazzi.

Making sense or going numb? The post-implementation data jumble

Once the go-live milestone is achieved, HR organizations often struggle with the overwhelming amount of data available to them. This is where metrics, dashboards, and knowledge management come into play. Erin shares, “We still continue to come alongside them in those first couple of weeks and help them understand how to read the data, how to make sense of the data.”

It’s like standing at the foot of a mountain of information. Knowing how to climb this mountain is pivotal. Leveraging ServiceNow’s robust reporting capabilities , teams can not only visualize their HR data but also gain meaningful insights that drive effective decision-making. As Erin alluded, it is this transitional period, the weeks following the go-live milestone , where the interpretation of these metrics becomes an invaluable tool in adjusting and optimizing the ServiceNow platform to best meet HR needs.

The magic carpet ride: Soaring high on the ServiceNow platform

ServiceNow’s HR Service Delivery can transform the employee experience, streamline HR service delivery, and make workflows more efficient. It unifies the case management process and offers automation and self-service functionalities. Erin explains, “ServiceNow has really created this beautiful way to harmonize all of that and get the work in the hands of the people who need to see that work—in the moment that they need to see it.”

Navigating this harmonious ecosystem requires an understanding of the nuanced features offered by ServiceNow’s HR Service Delivery. For instance, the platform’s automation capabilities are not just about replacing manual tasks with machines. They are about freeing HR professionals from repetitive, mundane tasks, enabling them to focus on strategic, high-value initiatives. As Erin mentioned, with the ServiceNow platform, you can place work directly into the hands of those who need it, when they need it, thus optimizing productivity and enhancing the overall service experience.

Someone just might break into a rendition of “A Whole New World” at your next HR meeting.

Prophecies in HRSD implementation: Erin spills the beans on a future trend

Trends in ServiceNow HRSD implementation indicate a more robust utilization of automation, an increased focus on employee lifecycle events, regular platform upgrades, and a merging of ITSM practices. As Erin predicts,

Workflow automation . . . is going to continue being a trend going forward. But when I get really specific in that space, a lot of organizations have bought the HRSD side of the platform, but they haven’t taken it further. And what I mean by that is, they haven’t taken the opportunity to leverage onboarding, offboarding, and other lifecycle events. Your employees are going through transitions daily, and they need that easy way to get information to sign all their documents, to make sure that they’ve got access to an alumni portal after they leave, so that they’ve got access to whatever benefits they may be eligible for. And so really I think that’s going to be the big trend coming up for the HRSD side of the platform—it’s really capitalizing on those lifecycle event pieces.

As the landscape of human resource management evolves, it’s clear that ServiceNow HRSD will play a crucial role in shaping the future . Erin’s insights paint a picture of a platform that’s not just reactive but proactive, managing every stage of an employee’s journey. Leveraging onboarding, offboarding, and other lifecycle events will no longer be an added advantage but a necessity.

With a robust platform like ServiceNow HRSD, organizations can ensure a smooth transition for their employees, whether they’re joining, changing roles, or exiting. The ability to seamlessly integrate these lifecycle events not only improves the overall employee experience but also paves the way for increased operational efficiency.

Translating complex HRSD into valuable insights

An effective implementation process involves a solid methodology and comprehensive project management. A well-crafted plan ensures that the HR teams can make the most out of ServiceNow HRSD.

Erin shares her team’s approach: “We have some special pieces that we do towards the end to teach the operations managers really how to read the data, understand the data, and then help them figure out where they need to go next.”

It’s not just about having the right tools and technology in place. Success lies in harnessing their full potential, and that’s where the expertise of a ServiceNow partner becomes invaluable. Understanding data is key—turning what can feel like an information overload into valuable insights. Armed with this understanding, operations managers can make data-driven decisions that directly contribute to enhancing the overall service experience, leading to better employee satisfaction and, ultimately, more effective HR service delivery.

While HRSD data might initially look like an alien language, with the right guidance, it quickly turns into your favorite page-turner.

Employee experience couture: Tailoring ServiceNow HRSD to fit just right

Creating a positive service experience for employees is a significant outcome of a successful ServiceNow HRSD implementation. By linking HR case management, the service Creating a positive service experience for employees is a significant outcome of a successful ServiceNow HRSD implementation. By linking HR case management, the service catalog, and employee satisfaction, HR professionals can deliver a better workspace for their team members. Erin shares, “We’re able to bring that forward and say to customers, we’ve walked a mile in your shoes. We understand this.”

A bespoke employee service experience doesn’t just improve satisfaction levels: It also enhances the overall efficiency and productivity of the organization. A ServiceNow HRSD platform that is aligned with the unique needs and workflows of your company not only streamlines processes but also makes employees feel seen and valued.

The ServiceNow HRSD journey has no ending, just continuous improvements

The journey of a ServiceNow HRSD implementation is one of continuous learning, adaptation, and improvement. It’s a process that necessitates understanding the unique challenges that arise, crafting a thoughtful roadmap, and harnessing the functionalities and services of the platform for optimal employee service delivery.

Following these insights can help organizations navigate this journey with confidence, assuring that they not only implement ServiceNow HRSD effectively but also fully leverage its capabilities to transform their HR service delivery. As the journey unfolds, every step taken, every challenge overcome, and every transition managed contributes to the creation of an improved, streamlined, and dynamic HR service experience for both the HR professionals and the employees they serve.

At the end of the day, it’s about ensuring that you’re making the most out of your ServiceNow HRSD implementation, for the betterment of your organization and your people. Remember, successful implementation is just the beginning. It’s what you do with it that truly counts.

We’re with you for what comes next

You're working in a rapidly shifting environment.

Global dynamics, AI advancements, heavy competition–the only certainty is change.

We get it. And we’re here to help you harness the full potential of ServiceNow to simplify transformation.

Let's navigate the future together.

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Ready to unlock the full potential of ServiceNow HRSD and revolutionize your HR service delivery?

Simple, compelling themes are prompting HR teams to drive meaningful and positive change to company culture.

In our ebook, The 3 Pillars for Moving HR from Confusion to Connection, you’ll learn how to increase the efficiency and quality of HR services, boost employee engagement, and improve job satisfaction and retention.

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Servicenow Developer Resume Samples

A ServiceNow Developer is responsible for the organization’s core system configuration. The job description entails gathering and documenting user and process requirements, developing technical requirements; and functional requirements . A well-drafted Servicenow Developer Resume indicates the following duties – developing workflow customization; supporting the service transformation teams, resolving problems, and integrating new applications; customizing Servicenow application and facilitating the rollout of new applications and modules; ensuring latest release is installed in the systems; participating in ongoing production support; and maintaining improvement of standards, policies and working methods.

Required skills for the post include – working knowledge in ServiceNow and in the following areas – Perl, Python, SQL, and AJAX; knowledge of database security procedures and protocols; the ability to present technical information to non-technical staff in a clear way; and excellent analytical skills. A degree in computer science and a few years of experience is commonly seen on resumes.

• Resume Samples
• Servicenow Developer

Servicenow Developer Resume

Summary : A Qualified IT Professional with 7 years of experience,including 4+ years of experience as a Service-Now suite developer and administrator. Experience in Configuring Applications using Service-Now tool, used in ITIL Management. Strong understanding of ITIL V3. Deep functional and technical knowledge of the Service Now platform as well as experience delivering medium to large-scale Service Now implementations.

Skills : JavaScript, Java, Linux/UNIX, PHP, Bmc Remedy Administration.

Description :

• Provided leadership and direction across the Configuration management, Integrations, incident management and Support issues.
• Designed and implemented below Service-Now Custom solutions: Downstream impact Assessment application for Applications and business Services to be used by the configuration management team and Critical response team.
• Proposed change functionality for better impact assessment by the Change approvers and Change governance board & historic report ability.
• Changed management, workflow customization to accommodate the various compliance requirements.
• Identified and implemented new processes to improve the reliability, repeatability, and efficiency of Configuration Management.
• Worked with Configuration management stakeholders to identify and implement business requirements.
• Responsible for Coordination with Command center and other stakeholders to continuously work on improving the processes and aligning to the best practices.

Sr. Servicenow Developer Resume

Summary : A competent professional with around 8+ years of IT experience including 5+ years of extensive experience in Service-Now working with different modules such as Incident Management, Service Catalog, Problem Management, Change Management, Project Management and CMDB. Good understanding and knowledge on all phases of the software development life-cycle (SDLC) and also familiar with methodologies like Waterfall, Agile/Scrum.

Skills : Management, Service Catalog, Problem Management.

• Worked on internal portal for accessing all the business services by using ServiceNow Content Management Application.
• Configured Mid Servers on local Windows servers for Servicenow Integrations and Discovery Application.
• Individually implemented Discovery Application for populating CMDB.
• Migrated the update sets to Production and handle Release Management activities.
• Customized the forms and lists of Incident and Problem Management tables.
• Customized the used Change Application to personalize menus and rules as per process requirements.
• Extensively worked writing Sever side scripts, developing Business Rules, UI Action to achieve business rules in ServiceNow.

Jr. Servicenow Developer Resume

Headline : Over 3+ years of experience in IT Industry, experienced in designing, development and implementation of ITSM. Experience on various IT Services of Service-Now tool like Incident and Problem Management, Service Catalog Requests, Service-Now Administration, Configuration Management, Knowledge Management, Reporting, Asset Management, Integration with Web Services.

Skills : Configuration Management, Knowledge Management, Reporting.

• Used UI Macros to create pages as templates on the requirement.
• Worked on CMDB, SLM from the scratch.
• Worked on Update sets, UI scripts, Notifications as part of customizing the SNOW.
• Configured SLA workflow for the advance SLA configuration.
• Used Glide Record to retrieve and update data on different business conditions.
• Developed ESS functionality and implemented appropriate workflow.
• Coordinated Service Catalog options, including two-step checkout, cart controls, variables.

Asst. Servicenow Developer Resume

Summary : IT Industry with 3 years of experience in ITIL and IT Service Management Solutions in IT Infrastructure with expertise in the ITSM suite (Service-Now) A ServiceNow expert with experience on implementing end-to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management and Release Management with extensive knowledge on Content Management System.

Skills : IT Service Management Solutions, Asset Management.

• Developed of Service catalog which includes creating new catalog items, designing workflows and execution plans.
• Interacted with Stakeholders, Users, Customers for gathering requirements to arrive at design solution.
• Worked on Modules of ServiceNow like Incident Management, Change Management, Service Catalog, and Reporting and few other custom applications.
• Provided design, technical solutions for the user requirements at ClientName and made recommendations to improve their current processes.
• Wrote Client Scripts, UI policies, Business Rules, Security Rules and UI Actions, UI Pages/Macros.
• Worked on JDBC Extracts, SQL queries, Data sources, external connectivity using SN data source, Web services, Email integrations, LDAP etc.
• Designed many catalog items out of which few catalog items involves integration using SOAP Web services, Restful API.

Associate Servicenow Developer Resume

Objective : Software Development Life Cycle SDLC, quality management systems and project life cycle processes. 7 years of hands on experience in BMC Remedy platform as both Developer and Administrator. Configured Applications using BMC Remedy tool used in ITIL Management. Strong understanding of ITIL V3.

Skills : BMC Remedy tool used in ITIL Management. Strong understanding of ITIL V3.

• Created reports, workflows, data imports for Incident, Problem, Service Request, and Change Service Now modules Experience in Implementing ServiceNow Discovery and CMDB and integration.
• Created and Maintained foundation data - User Accounts, Approvers, Support Groups, Sites, Production Categorizations, and Templates.
• Responsible for preparing design level, program-level and user-level documentation.
• Built Reports, Gauges and Home Pages.
• Implemented, documented and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes.
• Worked with process owners to develop workflow, implement the workflows in Service Applications and administer the tools and enhanced requests by java script Performing quality assurance testing and user acceptance testing.
• Created reports, workflows, data imports for Incident, Problem, Service Request, and Change Service Now modules.

Servicenow Developer/Technician Resume

Summary : Experience in Designing, Developing and Administering ITIL and ITSM tool which includes ServiceNow, Remedy and HPSM. Experience in various IT Services of ServiceNow tool like Service Catalog Requests, Asset Management, Configuration Management, Service-Now Administration, Change, Incident and Problem Management, Knowledge Management, Reporting, Integration with Web Services.

Skills : Administering ITIL, IT Services.

• Responsible for maintaining and growing data held within Service Now such as our users, locations, configuration items, service catalog items.
• Managed system configurations, gathering and documenting user and process requirements, developing workflow customizations, and performing quality assurance testing, user acceptance testing and third party integration for ServiceNow platform.
• Contributed to the architecture and technical aspects of the ServiceNow implementation and operation project, independently making project related decisions, provides project status reports to project sponsor.
• Designed the most complex user system interfaces and business application prototypes.
• Worked very closely with ITSM Process Architect, customer personnel, Business Analysts, IT Architect, IT support teams and other technical teams to ensure that business needs around implementation of ITSM processes and ServiceNow are in a controlled and predictive manner.
• Used Import Sets for data loading from external file or database to the ServiceNow.
• Performed day to day administration of the Service-Now tool Maintain business services and configuration item relationships in Service-Now tool.

Servicenow Developer II Resume

Objective : 4+ years of expertise in implementing end- to-end Service Catalog, Incident Management, Problem Management, Change Management, Service Level Agreements and monitoring Platform Performance. Experience working in different Service Now implementations handling multiple clients at the same time.

Skills : Problem Management, Change Management, Service Level .

• Integrated with Active Directory for SSO using SAML 2.0.
• Gathered requirements from users for attributes needed to develop Service Catalog items.
• Accountable for producing Technical Design Documents that includes application architecture details.
• Developed and managed application code, user interface, and third-party integration components.
• Developed necessary development documentation as needed e.g.technical design, developer notes, etc.
• Managed users, groups and roles Manages data with Tables, the CMDB, Import Sets, and Update Sets.
• Created Workflow activities and approvals.

Servicenow Developer I Resume

Summary : Over 8+ years of experience in design and development of web-based applications. Over 4+ years of experience as a Service-Now developer and administrator. Wide range of implementation experience with many global clients in the Service Now suite development including SOAP/REST integration, Discovery, Service Catalogs, Business Rules, Update sets, Workflow.

Skills : SOAP/REST integration, Discovery, Service Catalogs, Business Rules, Update sets, Workflow.

• Worked as a developer in design and develop the form for the business users as per their requirement in the finance department using service catalog and providing support in the customization of various record producers at Campbells.
• Worked on the integration of ServiceNow with Siebel, integrated Service Catalog and Incident module.
• Implemented new workflows that use a variety of activities to understand how records are generated from workflows.
• Performed migration activities Dev to QA, QA to Prod.
• Coordinated Service Catalog options, including two-step checkout, cart controls, and variables.
• Investigated performance issues, learn troubleshooting tools, and use system logs to find issues Coordinates installation of ServiceNow upgrades and/or service packs.
• Developed and manages the preparation of systems, test criteria and control for upgrades, service packs, new functionality, enhancements or error correction.

Lead Servicenow Developer Resume

Summary : A ServiceNow expert with experience on implementing end-to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management and Release Management with extensive knowledge on Content Management System.

Skills : Asset Management, Change Management.

• Responsible for on-going enhancement and maintenance of the ServiceNow platform.
• Performed the most complex and advanced applications programming techniques.
• Ensured the configuration and customization to ServiceNow - adhere to the goals/strategy determined by the SN Architect and SN Product Owner.
• Implemented, documented and maintained the Service-Now platform to meet specific business needs to support ITIL and Business processes.
• Customized UI Appearance for Problem and Change Management Application which is simple, intuitive and easy to use.
• Developed new configurations with SPRINT cycle.

Summary : IT Industry with 3+ years of experience in ITIL and IT Service Management Solutions in IT Infrastructure with expertise in the ITSM suite (Service-Now). A ServiceNow expert with experience on implementing end-to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management and Release Management with extensive knowledge on Content Management System.

Skills : Incident Management, Configuration & Asset Management, Change Management.

• Developed operational requirements documentation and train operational staff to maintain solution.
• Configured Service Level Agreements to define certain levels of service from both internal and external providers.
• Responsible for maintaining and growing data held within Service Now such as our users, service catalog items.
• Performed ServiceNow portal development with CMS.
• Implemented Email notifications, inbound actions.
• Worked on the defects post upgrade and fixed the defects.

Table of Contents

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We provide IT Staff Augmentation Services!

Servicenow developer resume.

• A Qualified IT Professional with five years of experience on ServiceNow Platform with more than three years of experience as a ServiceNow Developer. Also having strong knowledge in ITSM, ITOM, ITBM applications administration and tech support.
• As a ServiceNow Certified System Administrator and Application Developer, having valuable experience in end to end ServiceNow implementation and integrations.
• Having good knowledge in leveraging the IT Service Management framework for Incident, Problem, Change, Demand, Idea, Facilities, HR and Asset Management processes and ServiceNow best practices.
• Catalogs, HR and Asset Management processes and ServiceNow best practices.
• Worked on ServiceNow Discovery tool to identify IP - enabled configuration items (CIs), map their dependencies, and populate them in the CMDB
• Worked on Self Service Portal Customization by using pages, navigation menus, Widgets, HTML, CSS and Angular JS.
• Familiar with different ServiceNow releases Helsinki, Istanbul, Jakarta, Kingston, London, Madrid and New York,
• Strong ability to adjust quickly to shifting priorities, make quick decisions, and work effectively with peers to create a positive working environment.
• Performing Business evaluation process test on all the new products before sending to clients.
• Identified and eliminated recurring issues by leading root cause analysis and multiple continuous improvement initiatives.
• Hands on experience in creating Users, Roles, User Groups and ACL’s.
• Involved in design, development, administration and deployment of ServiceNow.
• Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases.
• Loaded external data using Import Sets and Transform maps. Migrated Update sets between System Environments.
• Experienced in creating and working on Business Rules, Script Includes, Client Scripts, UI Policies, UI Pages, Events, Notifications and Surveys.

PROFESSIONAL EXPERIENCE

Confidential

ServiceNow Developer

Responsibilities:

• Implementation, Customization and Maintenance of ITSM & ITOM modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow.
• Hands on experience in creating Users, roles and User Groups.
• Hands on experience in obtaining requirements from Business Users and documenting the Business Requirements.
• Well versed with Scrum and Agile methodology.
• Experience on UI Actions/ UI Policy/ Access Control Lists /Email Notifications for Incident analysis.
• Experience in CMDB, Discovery and integration with other external modules.
• Coordinated ServiceNow environment/form back-end customizations.
• Worked on ServiceNow Discovery tool to identify IP-enabled configuration items (CIs), map their dependencies, and populate them in the CMDB.
• Maintaining CMDB and Discovery schedules.
• Supported the team with improvising the Discovery tool and the configuring the CI's.
• Wrote business rules to avoid empty configuration items to be stored in CMDB after discovery tool runs a job.
• Utilized Java Scripting to deliver solutions that automate and audit business processes using UI Policy, Client Script, UI Action and Business Rules.
• Direct all Incident Management functions in 100% alignment with Standard Operating Procedures (SOP) and processes for the ITIL service operation framework.
• Designed and configured the Incident, Problem and Change Management applications supporting ITIL and business processes.
• Created transform maps for importing CMDB data.
• Responsible for the general support, administration, and maintenance of the ServiceNow platform and associated applications.
• Created, monitored, modified, and published workflows with approvals.
• Partner cross-functionally dispatching on-call engineers, facilitating communication, and engaging with both internal and external teams to resolve events.
• Escalates identified system breakdowns to necessary support teams to decrease outage downtime.
• Consistently met critical deadlines in high-pressure environments by providing the coaching, mentoring, and leadership necessary to streamline troubleshooting and remediation efforts.

ServiceNow Admin/Developer

• Creating UI Policies, UI Actions, Data Policies and investigate performance issues and necessary troubleshoots are done for performance purpose.
• Customized UI Appearance for Incident, Problem, Change and Project Management Application, which is simple, intuitive and easy to use.
• Establish and interact with the configuration management database (CMDB), and manage data with import sets, update sets and transform maps.
• Developing the UI actions to use them in catalog items, implemented using UI scripts.
• Identified and developed quality management plans, test scenarios, and test scripts for user acceptance based on system requirements.
• Maintaining service level agreement (SLA) and monitoring an SLA workflow.
• Worked with clients to assess current state processes and tools, defined ServiceNow requirements and developed and configured the ServiceNow platform.
• Designed and delivered technical methodologies around the ServiceNow platform.
• Provides communication of all major incidents to Senior Management with expectations of resolution.
• Configuring Permission Roles and Access Rights to the support staff.
• Configuring Auto assignment for Change Assignments.
• Approval process Configuration.
• Organizes and tracks attendance of require Bridge Calls and all Reconvenes.
• Provided recommendations on setting urgency and priority while determining business impact.
• Fully documents all actions taken from the start to end of an incident.
• Take the lead in Quality Assurance (QA) initiatives, including identifying and developing solutions to reoccurring issues with tools, processes, and partnerships.
• Continually monitor compliance and attainment of Key Performance Indicators (KPI) to track escalations and maintain alignment to Service Level Agreements (SLA).
• Leverage a best-in-class knowledge, understanding, and application of ITIL concepts to improve Major Incident Management; engage with technical and non-technical audiences effectively.
• Established next steps for Root cause analysis.

Technical Specialist

• Maintaining and solving the daily Incident coming from clients and internal users.
• Maintained the Configuration Items and modified the incident forms.
• Involved in requirements Design, Development, and System Testing.
• Developed and maintained spreadsheets for effective management of problem management tickets.
• Records monitors and tracks changes incidents and outages that may impact Customers.
• Manages incident bridge calls driving high-level outages to resolution to increase customer
• Planned and led weekly meetings with team to discuss OSS related tickets; managed the on-call schedule for the team including ServiceNow administrator.
• Where incidents cannot be resolved by the Service Desk, manage and progress the incident through its lifecycle to resolution. This will involve liaising with various internal departments.
• Ensure customer satisfaction by providing regular pro-active updates and meeting their contractual SLA’s.
• Be vigilant for possible fraudulent activity and if necessary, raise a security incident report.
• A keen Analyst and Team Player with thorough understanding of all aspects of the Networking from understanding client requirements through direct client interaction, translating them into technical specifications and driving their execution.
• Attending all the weekly meetings with team to discuss urgent and priority tickets and managed the on-call schedule for the team including ServiceNow administrator tasks.

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Servicenow Administrator Resume Samples

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Guide the recruiter to the conclusion that you are the best candidate for the servicenow administrator job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

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• Assist developing ITSM roadmap. Analyze and recommend emerging ITSM technologies that can provide benefit while reducing risk
• Provide configuration update support and functionality checking within the development cycle of ServiceNow
• Work closely with ServiceNow functional team to build requested items and tasks using workflows to manage processes from the customer to the fulfillment teams
• Work with development team to migrate updates into the production environment
• Developing, testing, deploying and updating workflows and approval flows and rules
• Develop systems integrations and process automation – fully utilizing the platform’s workflow capabilities
• Work with functional and admin teams to deliver automated workflow solutions in ServiceNow
• Works directly with IT Management to align ServiceNow with IT organization strategy
• Establish and follow governance to allow for cohesive development from multiple organizations and teams
• Works closely with application administrator to understand impact of work
• Provides training and may lead the work of others
• Configuration/Customization of the ServiceNow system including workflows
• Serves as a liaison among development teams, application services, and the business, including functioning as a subject matter expert (SME)
• Uses scripting tools and ServiceNow functionality, create script to automate routine tasks being done in ServiceNow
• Perform system and application configuration and management. Provide level 2 customer support of tickets assigned to the ServiceNow team
• Provides analysis of problems while working toward solutions to technical issues
• Complete development, configuration and workflow administration to support business processes in the platform
• Actively manages the life-cycle of the platform
• Document technical architectures that could be clearly understood and immediately used by developers to construct code and unit test
• Use SCRUM/Agile development methodologies
• Participate in the full software development life cycle: Analysis, Design, Coding, Testing, Training, and Operational Support
• Self-starter with excellent attention to detail, ability to multitask, and effective time management skills
• Demonstrable professional and proactive approach, with the ability to challenge and question appropriately
• Methodical with excellent attention to detail, and ability to produce accurate results whilst working to tight deadlines
• Effective and strong team player, with demonstrable experience of building productive working relationships in a ‘virtual’ environment
• A good understanding of “Quality” as it relates to customer satisfaction
• Self-motivated individual who can work with limited direction, while keeping key constituents apprised of project status, and ability to grasp concepts quickly
• Strong presentation skills with the ability to create documentation including policy and presentations
• Ability to produce high quality technical documentation and analysis
• Excellent customer service skills with ability to be tactful and diplomatic
• Ability to work flexible hours and be available 24x7x365

15 Servicenow Administrator resume templates

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• Training and supporting users, providing generic and TCF-related documentation
• Performing the Business Analysis role for enhancements, including new ServiceNow modules
• Two-year college degree with technical emphasis or equivalent work experience
• 3-5 years’ experience in an enterprise IT environment as a ServiceNow System Administrator, performing the responsibilities detailed above
• 2+ years’ experience performing the Business Analyst functions described above
• Excellent verbal and written communication skills; ability to raise awareness and issues to IT leadership
• Self-starter and self-motivated to learn independently
• Analytical skills; ability to develop, implement, measure and improve repeatable IT processes
• ITIL Foundations Certification
• Provide general support, administration and maintenance of the ServiceNow platform, including ITSM, ITFM and other ServiceNow applications
• Monitor and administer ServiceNow Discovery processes in support of software asset management and configuration management
• Perform user account administration and governance, including group maintenance, user roles and process user license tracking, and monitoring of single-sign on providers
• Provide end-user technical support to resolve issues, answer questions and provide additional training as needed
• Monitor external system integrations and perform manual exports and imports as needed to support integrations
• Perform application development and maintenance, including development of new features and enhancements to existing applications through platform configuration and customization
• Develop new data imports and transforms
• Develop custom reports for end-users that require assistance with report creation
• Provide backup to other team members, as needed, for activities such as CMDB administration, system upgrade and patching, regression testing and releasing of new applications
• Minimum of one year of practical job experience as a ServiceNow administrator
• Experience configuring and monitoring ServiceNow Discovery, including development of custom probes and sensors
• Programming experience with server-side and client-side JavaScript, Ajax, JSON and XML, preferably within ServiceNow (business rules, script includes, client scripts, transform map scripts, etc.)
• Advanced ServiceNow skills such as workflow development and custom application development is nice to have
• Certified ServiceNow System Administrator, Certified Implementation Specialist or Certified ServiceNow Application Developer
• A background in IT Operations with at least three years of experience as a Windows or Linux systems administrator or network administrator
• Functional knowledge of ITSM processes and best practices
• Experience with other ITSM solutions such as Remedy and LANDesk
• ITIL v3 Foundation certification or beyond
• Experience administering Okta and ActiveDirectory for user administration and authentication
• Familiar with web services integrations using SOAP and REST
• Must have at least 2 years previous experience of working in a business analysis / UAT role to understand the process and language
• He / She must have a general administration experience with proven ability to effectively prioritise workload in line with business requirements
• Proven problem solving and troubleshooting abilities using strong analytical skills and creative thinking
• Effective and strong team player, with demonstrable experience of building productive working relationships in a ‘virtual’ environment
• Ability to proactively source information in order to deliver and meet expectations and work with appropriate minimal supervision
• Working to defined targets and evidence of meeting or exceeding these
• Computer literacy – experienced user of MS Office (Excel, Outlook, Word, Project and Powerpoint)
• Ability to work in fast-paced global environment
• Flexible approach with the ability to deal with interruptions and adapt to changing priorities as they arise
• Visible demonstration of the high standards expected and behaviours consistent with the Amec Foster Wheeler values
• Previous experience of working with Case Management Systems and knowledge of ServiceNow a particular advantage

Servicenow Administrator / Developer Resume Examples & Samples

• Receives specifications from the IT department and delivers a product/release that meets the needs presented
• Creates Requirements Definitions, and Technical Specifications Documentation
• Load, manipulate and maintain data between ServiceNow and other systems
• Researches and Deploys new releases and/or enhancements into the ServiceNow live environment
• Developing test plans and deployment for ServiceNow version upgrades
• Performs System and integration testing with sample/live data with Support Services team
• Maintains and support ServiceNow operational functions
• 4+ years of experience as a System Administrator of a service management application, preferably ServiceNow
• 4-8 years of experience in IT Service Delivery
• 4+ years of experience in ServiceNow scripting
• 4+ years creating complicated workflows for service delivery
• Experience with integrating to other systems
• 4+ years of experience using JavaScript or HTML, good knowledge of web design
• General understanding of Networking
• Previous experience with relational databases such as MySQL a plus
• Previous experience with ServiceNow Automation a plus
• Ability to clearly and effectively express ideas and messages via speech or writing
• Ability to effectively absorb information from various sources, then analyze and examine data in detail, and draw appropriate conclusions
• Bachelor degree in Computer Science is required

Servicenow Administrator & Developer Resume Examples & Samples

• Implement and enhance ServiceNow platform and modules per business requirements
• Provide day to day operational support and maintenance including planned maintenance outages
• Collect, consolidate and analyze service metrics to facilitate decision making related to service improvements
• Conduct unit testing and install new modules, releases and version upgrades
• Perform assessments and listen to internal customers to understand and anticipate their business needs and determine their priorities in the context of the overall enterprise and strategy
• Act as a Tier-2/3 support for system 7x24x365
• Proactively develop and maintain technical knowledge in a specialized area, remaining up-to-date on current trends and best practices
• ServiceNow Administration / Application Developer certification
• Experience with CMBD, Discovery and Asset Management
• SQL experience for Data Mining and Data Analysis
• Experience working in a regulated environment
• Experience in a global company dealing with multiple locations
• Perform day to day administration of the ServiceNow system, including making approved changes to process and work flows. Perform ServiceNow implementation tasks including but not limited to: configuration, integration, testing, requirements gathering and solution design
• Develop clear and concise technical and process documentation, making use of the knowledgebase module within ServiceNow
• Communicate ServiceNow process, operations and capability information to all levels of management and other applicable resources
• Work with business users to identify and refine business requirements and workflows
• Coordinate integration with on and off site systems utilizing resources from other technical teams
• Monitor health, usage and overall compliance of ServiceNow and its applications – working closely with the IT Compliance team to ensure audit requirements are met accurately and timely
• Facilitate workflow enhancements to the ServiceNow application including automation and/or additional self-service features and functions
• 21+ years of age
• Associates degree in MIS or similar technical program or equivalent experience
• 3+ years’ experience as a ServiceNow Administrator or application owner, configuring core Service Now modules including Service Catalog, Incident/Problem, Asset Management, Reporting, and Configuration
• Experience working in a highly regulated environment (MICS, PCI, SOX)
• Training and experience with ITSM (IT Service Management) practices
• Excellent analytical, problem-solving, and mathematical skills
• Logical and efficient with a keen attention to detail
• Flexibly to adapt to a changing environment while under pressure
• Experience with web based development languages integration
• Demonstrated understanding of ITIL processes, operations and procedures
• Familiarity with project management methodologies
• Advanced Scripting/Reporting and other classes are highly recommended eg: HTML, XML, Web Services, JavaScript
• Technical Certifications, strongly preferred
• Monitor health, usage and data within ServiceNow environment
• Responsible for a variety of tasks including operational support and maintenance
• Load, manipulate and maintain data within and between ServiceNow and other systems
• Responsible for setup of integrations and activation of plugins
• Responsible for on call 24 hours a day for problem determination and resolution
• Schedule and maintain the cloning and patching for the platform
• Prepare and deploy releases into the ServiceNow environments using update set tracker and change management process
• Develop and maintain knowledge base articles
• Create team metrics, homepages and assist with creation of ServiceNow reports
• Responsible to use analytical skills in order to investigate and find solutions to problems and improve processes
• Communicate and collaborate with team members, all stakeholders and end users
• Articulate technical concepts using easily understandable business language
• Complete development assignments to assist team with backlog
• Excel 1-2 Years
• Information Technology 6-8 Years
• ITIL 1-2 Years
• Java 1-2 Years
• JavaScript 1-2 Years
• LDAP 1-2 Years
• ServiceNow 2-4 Years
• ServiceNow Certified System Administrator 1-2 Years
• System Administrator 2-4 Years
• Bachelor’s degree in Information Technology or related field
• 6-8 years of experience in Information Technology
• Must be ServiceNow Certified System Administrator and have 2+ years of experience as ServiceNow System Administrator
• Ability to take up challenges, adapt to the business needs, and stay focused on delivering results is essential to the success of this role
• Must have a strong desire to proactively and consistently improve the platform
• Must have a strong desire to help and serve others in this role
• Knowledge of networking, Midserver, LDAP/AD, SCCM
• Use general office application tools (e.g. Power Point, Excel, Word, and Visio)
• Experience with ServiceNow Portal configuration, configuration of Service Catalog forms and workflows
• 1-2 years of experience using JavaScript or HTML, good knowledge of web design
• ITIL Foundations Certified
• Can manage multiple competing tasks/projects at the same time and work in a fast paced environment
• Ability to prioritize tasks and work independently as well as on a team
• Knowledge Management
• Events and Notifications Management
• Self Service Portal
• Service Level Management
• Service Catalog and Service Request Management

Senior Servicenow Administrator Resume Examples & Samples

• Perform day to day administration of the ServiceNow tool, including making approved changes to process and work flows
• Perform ServiceNow implementation tasks including but not limited to: configuration, integration, custom programming
• Communicate ServiceNow process, operations and capability information to all levels of management effectively
• Review Stories, ensure requirements are clearly understood and aligned to program guiding principles and provide guidance to Junior developers on best direction for configuration
• Perform installation and testing of vendor-provided updates and new releases
• Lead technical analysis of additional module implementations within ServiceNow, including requirements gathering, process modeling and gap analysis and mitigation
• Support the design of ServiceNow integrations and work with business partners and technical teams for implementation
• Minimum 3+ years of direct experience as a ServiceNow Admin or application owner, configuring core ServiceNow modules including service Catalog, Asset, and Configuration
• Experience with processes involving problem identification, recovery, escalation and resolution
• Able to function well in a fast-paced and adaptive environment
• ITIL V3 Foundation Certification (Preferred, but not required)
• Creates and modifies policies, templates and other business-related information in complex applications
• Analyzes and tests proposed changes to business-related application information
• Resolves data issues causing problems within applications
• Troubleshoots, researches, and analyzes application related issues and questions
• Assists in identifying requirements for testing, may develop test plans and scripts, assists in coordinating testing, and documents test results
• May determine appropriate actions in emergency situations to ensure data is secure and available for use as soon as possible
• Performs post-deployment validation for complex applications
• Consults with business unit to identify, analyze, refine and document business requirements
• Consults with vendors on technical aspects of assigned applications
• Minimum of B.S. in Computer Science, MIS or related degree and three (3) years of related experience or combination of education, training and experience
• Creates and modifies forms, business rules and other business-related information in the ServiceNow platform
• Analyzes and tests proposed changes to business-related application information in ServiceNow
• Resolves data issues causing problems within the platform
• Monitors and maintains health, usage and data within ServiceNow environment
• Load, manipulate and maintain data within/between Service-now and other systems
• Responsible for setup of integrations, activation and maintenance of plugins
• Prepares and deploys releases into the ServiceNow environments using update set tracker and change management process
• Develops and maintains knowledge base articles
• Communicates and collaborates with team members, all stakeholders and end users
• Articulates technical concepts using easily understandable business language
• Completes development assignments
• 6+ years of experience in Information Technology
• Must be a ServiceNow Certified System Administrator
• 2+ years of experience as ServiceNow System Administrator
• Must be available to complete weekend releases to production and participate in an on call rotation
• Experience working with networking, Midserver, LDAP/AD, SCCM, ITIL, CMDB
• Experience working with general office application tools (e.g. Power Point, Excel, Word, and Visio)
• Visa sponsorship is not provided for this role
• The candidate must have a strong desire to proactively and consistently improve the platform
• The candidate must have a strong desire to help and serve others in this role
• Lead the development and support of ServiceNow; provide coaching, guidance, training, and support to IT and business stakeholders, including the Software Configuration Analysts
• Leads the research, analysis, and development of new applications and new modules in our IT Service Management enterprise environment
• Design, develop, and maintain complex ServiceNow workflows
• Monitor health, usage, and overall compliance of ServiceNow and its applications; coordinates application and platform upgrades
• Analyzes existing tools and evaluates viability of solution to technological needs; provides recommendations to management
• Identify, configure, troubleshoot, test, and resolve issues
• Create user-training material and conduct classroom-style and 1x1 training sessions for our stakeholders
• Complete work in a timely and accurate manner while providing exceptional customer service
• Ability to lead people, develop processes, and expand tools to enhance IT Service Management environment
• Ability to lead fast-paced, cross-functional, global teams throughout IT and the business
• Effective time-management and prioritization skills
• Excellent communication
• A positive can-do attitude and willingness to lead, teach, and learn
• Bachelor of Science degree in Computer Science or comparable experience
• 3-5+ years ServiceNow development (Fuji release or later) in an enterprise environment
• Experience leading the implementation of new functionality in ServiceNow, specifically with Incident, Problem, and Change Management
• Expert knowledge with ServiceNow Asset Management and Procurement modules
• Must be technically proficient and able to design and build applications that meet business goals and objectives
• Expert understanding of ITIL v3 methodologies
• Provide Level 2 support on ServiceNow platform for our employees
• Ability to dissect incidents as they relate to the ServiceNow platform to quickly triage
• Monitor health, usage and overall compliance of the application
• Leverage your experience with the platform to devise solutions to address incidents and challenges
• Collaborate with team members to look for ways to continuously improve our enterprise platform related processes (i.e. Incident Management, Problem Management, Change Management, etc.)
• Ensure and maintain the integrity of the CMDB data
• Collaborate and partner with other areas of IT to fulfill business/customer/partner needs & requests
• Maintain current knowledge of relevant ITSM practices and technologies
• Participate in continuous process improvement in all areas of ITSM
• Three (3) years of experience with ServiceNow Discovery
• ServiceNow Administration certification a plus
• ServiceNow Developer certification a plus
• Three (3) years of experience with ITIL oriented processes
• Two (2) year experience with Agile Development environment, CMS, Jelly, and Angular
• Thorough understanding and knowledge of ITIL and EKMS concepts, tools, and technology; enterprise experience
• Ability to recognize potential and actual issues, needs and opportunities for improvement in the implementation of ITSM technologies and service management practices
• Thorough understanding of IT Service Lifecycle
• Strong relationship management skills with an ability to work with a diverse audience at different levels within Safeway and across different suppliers
• Effective supplier management, stakeholder management and internal customer relationship management
• Strong understanding of business needs in a multi-sourced environment

Servicenow Administrator Lead Resume Examples & Samples

• Work with process owners to understand the process requirements related to the capture of configuration data and develop technical specifications and solutions
• Work with systems managers to ensure that the Discovery tool has the appropriate access and permissions to capture configuration information
• Participate in Configuration Management and Platform Administration meetings where appropriate
• Indirectly lead a team of ServiceNow Administrators
• Five (5) years of experience with ServiceNow Discovery
• Service Mapping experience is a plus
• Five (5) years working on a team as part of a large IT organization
• Three (3) years of experience with Configuration Management
• ITIL v3 certification a plus
• Three (3) years of experience in a lead role directing other administrators
• Agile certification highly desired
• Scaled Agile Framework certification highly preferred
• Experience with WMI, SSH, SNMP, PowerShell, REST, SOAP, and JavaScript
• Experience working with LDAP, Active Directory, and SUDO a plus
• Good interpersonal skills, including collaboration, communication, relationship building, and negotiation
• Proficient with Microsoft Office tools; Excel, PowerPoint, Word
• Able to function effectively in a fast-paced environment
• General support, administration and maintenance of ServiceNow platform and associated applications
• Work closely with ServiceNow functional team members to build requested items and tasks using workflows to manage processes from the customer to the fulfillment teams
• Work closely with ServiceNow functional team members to configure and improve core application capabilities
• Monitor health, usage and overall compliance of ServiceNow and its applications
• Develop systems integration and process automation
• Design, create and configure Business Rules, UI Policies, UI Actions, Client Scripts and ACLs including advanced scripting of each (including CMS and advanced integrations)
• Design, create and configure Notifications, UI pages, UI Macros, Script Includes, Formatters, etc. in ServiceNow
• Configure and manage Discovery and Orchestration
• Coordinate application and platform upgrades
• Share technical best practices to the immediate and extended teams for consistent coding practices
• Facilitates the resolution of high severity IT problem events to minimize customer impact. Responsibilities include participating in rotating on-call support process
• Performs analysis of incident and problem events to identify trends and service improvement opportunities. Develops recommendations based upon analysis and drives organizational efforts to implement
• Facilitates problem post mortem exercises to identify causal factors and root causes. Works with internal IT users to develop and implement corrective actions
• Experience with ServiceNow
• Solid working knowledge of MS Office Word, EXCEL and PowerPoint
• Knowledge of Express Scripts client account structure, pharmaceutical benefit plan design, business applications, and Client Website support
• Strong analytical, written communication and oral presentation skills
• Very detail oriented with a strong ability to organize, manage, and track projects

Servicenow Administrator, Computing Services Resume Examples & Samples

• Bachelor’s degree or equivalent in education and experience
• At least 1 year hands-on experience with ServiceNow administration and configuration required
• At least 4 years of experience in IT Service Delivery and experience in higher education is preferred
• Ability to take up challenges, adapt to the business needs, and stay focused on delivering results
• Familiarity with process analysis and design and IT project management
• Comfortable dealing with ambiguous assignments and have the ability to organize concepts into actionable plans
• Ability to function in a team environment, providing constructive feedback
• Highly resourceful team-player, with the ability to also be deeply effective independently
• Good oral and written communication skills with technical and non-technical staff including translation of business requirements and development of technical documentation

Senior Servicenow Administrator / Developer Resume Examples & Samples

• Serves as a developer and technical subject matter expert for the Lennar ServiceNow system
• Develops / implements new configurations and customizations for ServiceNow
• ServiceNow development experience
• C# or Java development experience
• JavaScript development experience
• Runs reports and configures service level agreements (SLAs) out of ServiceNow
• Analyzes user requirements in order to improve system capabilities, automate process workflows and address scheduling limitations throughout the development and delivery of the ServiceNow roadmap
• Is responsible for the continuous review of new ServiceNow modules, as well as other commercially available software to ensure the ServiceNow platform and tools remain current
• Is responsible for the creation and documentation of development, unit test cases and build plans
• Ideal candidate will have successfully been involved in a ServiceNow implementation including all relevant modules
• Has attended ServiceNow Advanced System Administration and Orchestration courses
• An understanding of Agile development and delivery
• Understanding and representing your customer’s needs as part of providing IT services that meet or exceed those business needs
• Providing ServiceNow administration and development support to service owners with a view to continuously improving service quality
• Administering, configuring and developing capabilities to implement improvements and enhancements on the ServiceNow platform that aligns with IT service management policy, process and procedures
• Gathering requirements from service owners for new functionality, reports & automation
• Understanding IT and business requirements and to create, test and deploy business rules and scripts that reflect these requirements
• Configuring and administering the ServiceNow platform user interface, screen elements, mobile interfaces, plugins and branding
• Managing and administering lists, filters, forms, platform interfaces (to other data sources) and the data within tables, import sets and the CMDB
• Managing and administering ServiceNow users, groups, and all the various roles
• Developing, building, testing, deploying and updating items within the Service Catalog
• Creating and maintaining service level agreements with related targets and offerings
• Configuring and maintaining application security across all modules and interfaces
• Developing, building, testing, deploying and updating alerts and notifications using e-mail and other messaging capabilities within the platform
• Ongoing maintenance that includes managing ServiceNow update sets, monitoring and actioning where necessary from the upgrade histories and status information
• Ensuring Informatica is getting the best performance from the system and troubleshooting and escalating system issues when they arise
• Setting up and managing the use of social IT functionality within the platform
• Acting as a subject matter expert of the ServiceNow platform and the various integrations into and out of the platform to other data sources and applications
• Managing the work performed on ServiceNow (e.g. enhancement & bug requests) and looking for opportunities to automate IT and business processes on the platform
• Administering the population of information and articles within the knowledge base
• Performing daily operational management and administration activities as needed
• Producing reports and dashboards based on defined measures, metrics and key performance indicators
• Recommending any improvements regarding the platform, processes or reporting
• Managing and updating the administration and configuration documentation of platform
• Creating and maintaining technical procedures and “How-To” documentation
• Ensuring Informatica policies are reflected in the way the platform is administered
• Working closely with IT service owners and delivery leads to ensure the smooth delivery of IT solutions
• Ensuring that IT services meet and at times exceed customer expectations
• Ensuring consistent delivery of quality solutions that meet operational deadlines
• Demonstrating accountability and see him or herself as responsible for IT meeting customer expectations
• Industry recognized engineering, computer science or IT Bachelor level degree
• Has 3-5 years of ServiceNow administration experience in a global environment
• Has 2-3 years developing JavaScript programs
• Has solid knowledge of IT support processes in general
• Speaks good English
• Certified on ServiceNow or has attended the ServiceNow system administration course
• Experience of C++ or any other programming language knowledge
• Experience of improving process is a major plus
• Possesses good documentation skills
• Is a self-starter who is adept at translating concepts into solutions
• Is able to work independently
• Has strong MS Excel skills
• Needs to have worked in large multi-national environments that span the globe
• Troubleshooting and maintaining existing configuration
• Developing Functional and technical designs for a ServiceNow Solution
• Developing custom workflows within ServiceNow as needed
• Assist with the implementation of ServiceNow Discovery
• Assist with training from a technical stance as needed
• ServiceNow Design and Development (ServiceNow) – 1 – 3 years
• ServiceNow Discovery Experience – 1-3 years
• ITIL Tool Design and Development – 3 – 5+ years
• ) Implementation of ServiceNow
• ) Integration of ServiceNow
• )SOAP Messaging
• Bachelor’s Degree and 6 or more years of experience in the Technology area
• High School Diploma or Equivalent and 8 or more years of experience in the Technology area AND
• 6 or more years consulting experience in service improvement or performance management
• 6 years of experience in outsourcing of IT services
• 2- years of experience directly with administration in ServiceNow
• ServiceNow Administrator Certified
• Demonstrate a strong understanding of the underlying ServiceNow framework and architecture, which includes understanding relational databases. Understanding of database query language (specifically SQL)
• Experience in development and support within JavaScript frameworks (i.e. AngularJS)
• Demonstrate a strong understanding of one or more of the following ServiceNow technologies/modules: Project/Portfolio Suite, Incident and Change Management, Discovery & Asset Management, and Service Portal
• Experience with Apache Jelly or similar technologies (i.e. JSP)
• Experience with PowerShell
• ITIL Foundation Certified
• Able to communicate complex technical concepts in great detail, clearly, to other technical people and non-technical people
• 3 to 5 years of experience in Client Facing Communications
• Design, develop, test, document, and deploy high quality business solutions with the ServiceNow platform based on industry best practices as well as business needs
• Knowledge of or experience with one or more of the following modules is required: Incident Management, Problem Management, Request Management, Change Management, Asset Management, Release Management, IT Cost Management
• Handle numerous projects/priorities using proven project management methodologies and sound development practices to ensure the quality delivery of enterprise solutions
• Interface with business analysts and technical staff and be holistically responsible for delivering complete, stable, and reliable work products
• Be open and willing to support other applications, technologies, and ways of thinking
• Bring or obtain knowledge of the ServiceNow database / data model, as well as detailed knowledge of
• Prior experience in Service-Now as a System Administrator or similar responsibility, at least 2-3+ years in IT related field
• Bachelor's Degree required; ServiceNow System Administrator Certification a plus
• Strong analytical capabilities coupled with business acumen needed to proactively solve problems facing the organization
• Excellent interpersonal skills, as well as excellent communication skills, verbal and written to both technical and non-technical audiences that are in a geographically dispersed environment (conference calls, Skype, face-to-face)

IT Servicenow Administrator / Developer Resume Examples & Samples

• Perform day to day administration of the ServiceNow system, including making approved changes to process and work flows
• Perform ServiceNow implementation tasks including but not limited to: configuration, integration, testing, requirements gathering and solution design
• Work directly with end users to resolve support issues within ServiceNow
• Develop systems integrations and process automation – fully utilizing the platform’s workflow capabilities
• Create ServiceNow reports and dashboards
• Monitor usage and overall compliance of ServiceNow and its applications, working closely with the IT Compliance team to ensure audit requirements are met accurately and timely
• Support the design of ServiceNow integrations and work with Service Now, business partners and technical teams for implementation
• Perform additional duties as requested
• Minimum 3+ years of ServiceNow development, configuration and administration experience in an enterprise environment required
• Strong working knowledge of ServiceNow components such as Service Catalog, Change/Incident/Problem Management, Asset Management, CMDB, Knowledge, Release Management, etc required
• Strong Knowledge of the ITSM/ ITIL Framework required
• Excellent knowledge of ServiceNow Best Practices and ongoing knowledge of latest ServiceNow features required
• Associate’s/Bachelor’s Degree preferred
• Flexibility required in schedule and ability and willingness to provide after-hours support when necessary
• Maintain a high level of teamwork and communication across various IT and business groups
• Drive business solutions from inception through solution implementation
• Develop ServiceNow software solutions using JavaScript, Jelly, one or more Web Services, MYSQL, XML, HTML and CSS
• Identify and invent novel solutions to challenging technical problems and provide requested enhancements to existing ServiceNow applications
• Translate functional specifications into logical, component-based technical designs
• Develop and deliver customized portal web pages in ServiceNow
• Advanced scripting of business rules, UI Policies, Client Scripts, ACLs, Workflow Activities, etc
• 3rd party software integrations with ServiceNow
• Facilitate and support the rollout of new application and enhancements in ServiceNow
• Configure ServiceNow Discovery and Orchestration
• Advise functional and admin teams on design, development and overall ServiceNow best practices
• Minimum 4+ years of JavaScript experience including usage of jQuery, Bootstrap and AngularJS frameworks; HTML experience
• Knowledge of system design and development used within Service Oriented architecture and web services integration (SOAP, WSDL, JAXWS)
• Integration (interfacing) of enterprise software systems with ServiceNow
• Strong working knowledge of ServiceNow components such as Service Catalog, Change/Incident/Problem Management, Asset Management, CMDB, Knowledge, Release Management, etc
• Experience working in and managing multiple update sets and coordinating their promotion
• Excellent knowledge of ServiceNow Best Practices and ongoing knowledge of latest ServiceNow features
• Must have experience in multiple ServiceNow implementations and have developed custom applications
• Must be adaptable to work in a varied, fast paced exciting, ever changing environment
• Experience implementing systems using the Agile/Scrum methodology
• Experience with scripting in ServiceNow (Business Rules, UI Pages, UI Macros, etc.)
• ServiceNow Developer or Implementation certifications
• ServiceNow System Administrator Certification preferred
• ServiceNow Implementation Specialist Certification preferred
• Maintenance and continuous improvement of the processes, policies, working methods and tools
• Monitors health, usage and data within ServiceNow environment
• Development of, but not limited to, the following modules
• Bachelor's degree in technical discipline or related field, or an equivalent combination of education and experience as required for the specific job level
• 5+ years working in the ServiceNow platform in an Admin/Developer Capacity
• Certified Application Developer (ServiceNow) & Certified System Admin (ServiceNow) certification or CIS/MIS Desired
• ITIL Foundations Certified. Expertise in ITIL processes - Incident, Problem, Change, Knowledge
• Proven ability to create workflow activities and approvals
• Ability to establish and maintain effective working relationships with employees and vendors
• Strong knowledge of Web 2.0 Technologies (Java Scripting, XML, HTML etc.)
• Strong experience with automation technologies and methodologies as well as integrations into ServiceNow
• Configuring ServiceNow Asset, Incident, Problem, Change and Knowledge management modules based on business and IT requirements
• Performing ServiceNow administration responsibilities, including (but not limited to) platform upgrades, deployment of ServiceNow applications, maintenance and troubleshooting of the ServiceNow platform
• Performing application user interface and supporting workflow configuration
• Provide Service Now reports to management(hardware, software, compliance
• Enter and track IT assets in Service now using manual or automated processes
• Create, track , modify CI records to include CI details and attributes
• Maintain relationships between business services and the IT infrastructure
• Ensure smooth and top-quality delivery of projects in collaboration with project manager and the project team
• Ensures project scope and objectives are accomplished within the prescribed time frame and funding parameters
• Insight on functional and non-functional requirements related to technical delivery of the project
• Troubleshoot and resolve hardware and software problems
• Proven success in on development projects at an enterprise level
• Knowledge and understanding of software architecture principles as applies to solutions and application architectures, specifically for portals, web sites and systems integration projects
• AJAX, Javascript preferred
• XML, XSLT preferred
• Integration (interfacing) of enterprise software systems preferred
• Develop, configure and improve core and custom applications
• Develop systems integrations and process automation
• Create and configure Business Rules, UI Policies, UI Actions, Client Scripts and ACLs including advanced scripting of each
• Create and configure Notifications, UI pages, UI Macros, Script Includes, Formatters, etc. in ServiceNow
• Configuring and managing Orchestration
• Load, manipulate and maintain data between Service-now and other systems
• Flexibility to work with a variety of personalities and styles
• 5-7 years' IT Operations experience or related experience
• 3-5 years' experience ServiceNow administration in an enterprise environment
• Must be technically savvy and able to design and build applications that meet business goals and objectives
• Proven experience implementing and customizing a web architected, n-tiered enterprise application
• Familiar with Service Oriented architecture and web services integration (SOAP, WSDL, REST.)
• Experience with JavaScript, XML, HTML
• Integration (interfacing) of enterprise software systems
• Experience creating ServiceNow update sets, promoting and testing through multiple instances and into production
• At least 3 years hands-on experience with ServiceNow administration
• You have two years of development experience, particularly with JavaScript, and working in a multi-developer environment
• You are excited for new challenges and can adapt to the business needs but not lose focus on delivering results
• Familiarity with project management, process analysis and design in an IT Service Management environment
• You understand that assignments can be ambiguous but can craft them into actionable plans
• You are deeply effective independently but also thrive with the team
• You effectively communicate your ideas and concerns both in person and in writing, providing the correct level of technical detail based on the audience
• Receives specifications from the IT department and delivers a product/release that meets the needs presented. Creates Requirements Definitions, and Technical Specifications Documentation
• Build service request process and forms from customer requirements including requests, request items and tasks using workflows to manage data flows from the customer to the support teams providing the service
• Implements, documents and maintains the Service-Now platform. Maintains in-depth knowledge of IS service offerings and business needs to ensure recommended solutions are prescribed with the intention of increasing the efficiency and effectiveness of those service offerings
• Collaborates with and supports the Live Operations, Infrastructure Engineering and Application Support teams during system design, development and implementation phases providing advice for interfacing monitoring services with ServiceNow
• Utilizes best practices for development, conducts thorough testing, analysis, and certification of changes to Service-now. Ensures all assigned project tasks required for the implementation of Service-now are completed on schedule
• Logs technical support incidents, problems and requests into Service-Now. Monitors incidents assigned to the Administrator. Provides succinct and pertinent updates to incidents indicating acted upon resolution and communication to user. Participates in Problems and Knowledge initiatives and other process improvements
• Escalates performance issues, unresolvable incidents and service interruptions to Service-now technical support. Creates and updates incident records in Service-now’s tracking system
• Install, maintain, configure/reconfigure, and support hosted ServiceNow instances, production and non-production
• Analyze and fully understand user requirements and current procedures in order to improve system capabilities, automate process workflows and address scheduling limitations throughout the development and delivery of the ServiceNow roadmap
• Assist in conceptualizing, designing, and maturing ITIL v3 processes
• Assist in conceptualizing, designing, and maturing of enterprise CMDB
• Supports adherence to relevant SOX, PCI, ITIL, corporate security or other applicable compliance standards
• Train users in operation of the system
• Must have 5+ years of hands-on experience implementing ServiceNow. ITIL Service Operations or Release, Control and Validation certification
• 5 years' experience in IT Infrastructure Library (ITIL) and IT Service Management (ITSM)
• 5+ years of experience using Web 2.0 Technologies (Java Scripting, XML, HTML, AJAX, CSS, HTTP, etc.), PowerShell, SaaS applications, network operations (networks, protocols and email [SMTP, POP3])
• Working knowledge of Service Desk, Change Management, Asset Management, Incident Management, CMDB and Discovery Project Management experience
• Relational database expertise such as Oracle, MS Sql Server, etc. preferred
• Service Oriented architecture and web services integration (SOAP, WSDL, REST) preferred
• Agile / SCRUM experience, preferably acting in capacity as a SCRUM master
• Knowledge of LDAP/Active Directory, and relevant IT architecture experience
• Bachelors and five (5) years or more experience [4+ years of experience may be used in lieu of degree] as an ITSM software admin
• Must have 1+ years of ServiceNow development, configuration and administration experience
• Strong working knowledge of ServiceNow components such as Service Catalog, Change/Incident/Problem Management, Asset Management, CMDB, Knowledge, Release Management required
• Possesses knowledge of data mining and report generation
• Possesses a basic understanding of the IIS Web Server and .Net application
• Demonstrates the ability to translate technical information into terminology understood at all levels of users, both verbally and in writing
• Is a self-starter, is enthusiastic, and is flexible with changing priorities
• Works well in a team, and is able to divide duty assignments with team members as needed

Senior Servicenow Administrator & Developer Resume Examples & Samples

• Designing, creating and implementing workflows, scripts, packages and functions
• Provide 24 x 7 on call support as part of a scheduled rotation with other team members
• Provide day-to-day support of the ServiceNow platform including: scripting, configuration, integrations and administration
• Comply with systems development standards, procedures, guidelines, priorities, and schedules
• Develop and/or coordinate the installation of upgrades and/or service packs, testing of such upgrades and general maintenance
• Lead and assist with all technical aspects of solution delivery including
• Good communication and interpersonal skills that enable working relationships to be developed at all levels
• Proactively identifies areas for improvement, shares lessons learned with colleagues and encourages others to do the same
• Experience in continual service improvement process, planning, and reporting requirements
• Experience in managing situations and stakeholders
• Excellent thought leader and motivator with the ability to achieve results
• Attention to details and effective time management skills
• Ability to handle concurrent tasks with appropriate priority and autonomy
• Strong customer service and excellent verbal/written communication
• At least 6 years (extensive) of experience in IT operations or ITSM with progressive increase in responsibilities
• Demonstrated experience in successful delivery of ITSM methodologies and Service Management platform technologies
• Knowledge of SDLC, Agile, & SCRUM
• 2+ years of ServiceNow experience in large, complex IT organizations
• 3+ yrs. work experience in a technical role, preferably in a client service market
• 2+ years’ experience in administration and development of ServiceNow in enterprise environments sys admin certification preferred
• Advanced competency in ServiceNow scripting (JavaScript, Powershell, Glide, Perl, KSH)
• Well-versed in front-end programming languages: Bootstrap, AngularJS, Ajax, HTML/CSS, Web Services and .NET
• Ability to adapt to changing requirements throughout the development lifecycle, and work with a variety of personalities and styles
• Ability to work directly with customers for training, development and architecture
• Technically savvy and able to configure or build applications that meet customer needs
• Motivated self starter
• Conduct one’s self in professional manner when collaborating with both clients and cross-functional teams internally
• ITIL Foundation V3 or 2011 certification
• Service platform integration experience
• Maintain the CMDB and Asset Management repository
• Manage Discovery
• Conduct regular CMDB audits
• Maintain documented relationships in the CMDB
• Establish and maintain business services
• Ensure CI records are appropriately related to incident, problem and change records
• Oversee the entire asset management lifecycle
• Ensure model records are created and maintained
• Track versions, vendors, hardware or software maintenance or warranty agreements, and end-of-life dates
• Conduct asset inventory audits and maintain software licenses and install/allocation counts
• Prepare reports
• Assist the lead system administrator with day-to-day platform maintenance
• Minimum 3+ years of, Asset Management and CMDB administration experience in an enterprise environment with ServiceNow experience and/or ServiceNow System Administrator Certification a plus
• Understanding of ITSM best practices and ITIL principles (ITIL foundation certification a plus)
• Strong understanding of a Configuration Management Database (CMDB) and its relationship to asset management and IT service management processes
• Familiarity with IT technologies including common hardware, networking, and software licensing
• Experience with purchasing and receiving processes
• Experience with automated discovery tools strongly desired, ServiceNow a plus!
• IAITAM (International Association of Information Technology Asset Managers) certification a plus
• Strong Knowledge of the ITSM/ ITIL Framework
• Flexibility in schedule and ability and willingness to provide after-hours support when necessary
• Ability to write detailed documentation around processes, procedures, and day to day tasks
• Ability to independently work on projects through completion
• Build and modify systems to meet project and user requirements
• Provide advanced troubleshooting for applications and systems
• Monitor and fine tune application to achieve optimum performance levels
• Participate in design and code reviews
• Deploy, integrate, update, customize and administer the ServiceNow platform to meet client needs
• Develop and manage operational and reporting metrics for ServiceNow
• Research systems and/or programs to determine causes of failure or poor operational performance; then define, test and implement detailed solutions
• Experience in ITIL service management processes, with practical knowledge and experience in the Service Operation lifecycle processes
• Proven thought and intellectual leadership skills
• Embraces change and is a self-starter
• Values that nurture a culture of collaboration, honesty, integrity, and excellent customer service
• Experience working in virtual teams and with multiple time zones
• At least 3 years (extensive) of experience in IT operations or ITSM with progressive increase in responsibilities
• Broad based foundation of IT knowledge with an advanced technical understanding of client/server technologies, application management, networking and security principles
• Experience with ServiceNow System administration, System Integration, or System configuration
• 2+ yrs. work experience in a technical role, preferably in a client service market
• Bachelor’s degree in Computer Science, Engineering or other relevant field
• Willingness to collaborate with development team members while creating and building solutions
• Working knowledge of Active Directory, LDAP, and relational databases
• Strong customer service and excellent verbal/written communication skills
• Understand full application lifecycle
• ServiceNow Certification (Administrator and/or Integration)
• Multiple ServiceNow Implementation and Integration Experience
• Consulting experience
• Familiarity with ServiceNow: ITSM, Orchestration, Performance Analytics, and HR Service Management modules
• Personalize and create forms and fields
• Create new applications, modules, and tables
• Activate a plug-in
• Build reports, gauges, and homepages
• Set up Service Level Agreements (SLAs) and monitor SLA workflows
• Create and track Service Catalog requests, and items with variables
• Create, monitor, modify, and publish Service Catalog workflows with approvals
• Follow the notification process back to the Business Rule
• Import data into the instance
• Create and use update sets to facilitate moving customizations between your instances
• Search, populate, and customize the Knowledge Base
• Create an Access Control Rule (ACL)
• Create global controls for attachments and cookies
• Custom scripting
• Build third party software integrations
• Answering "how to" technical and application configuration questions
• Aiding in translating business requirements into technical requirements
• Facilitating roll out of new applications and modules
• Assist with Service Now system upgrades that occur three times per year
• Assisting in troubleshooting patch / release management issues
• Web Technologies (XML, HTML, JavaScript., C++, etc.)
• Web applications, networks, protocols and email (SMTP, POP3)
• Basic understanding of ITIL v3 methodologies
• Understanding of enterprise IT architecture
• Working knowledge of relational databases
• Experience with database manipulation via a programming language
• Experience handling PCI & PII data. HIPPA data a plus
• Impeccable time-management and record keeping & Documentation
• The ability to take complex end-user requirements to code
• A strong personal commitment to quality service
• A positive can-do attitude & willingness to learn
• The ability to work within cross functional teams
• Experience in these areas is a plus
• LDAP directories, such as: Active Directory, eDirectory, OpenLDAP
• Single Sign-on using: Digested Token, SAML 1.1,SAML 2.0
• Web Services integrations
• This position is eligible for the Employee Referral Bonus Program-Tier 4 #LI-TH1
• Bachelor's Degree preferred and a minimum 8 years of infrastructure operations and design; Minimum 4 year experience in systems and architecture design
• Broad knowledge of Infrastructure and architecture in an IT environment (Capable of driving mapping of the Business Service down to the individual infrastructure components)
• Knowledge and practical experience in apply best practices for IT Service management (ITSM) such as those in frameworks of ITOM, TBM/ATUM, SAM, and ITIL, must also have experience in requirements elicitation, project management and agile development
• Knowledge of Service Management platforms for managing configuration and asset management information such as ServiceNow, Oracle, BMC, etc. Capability to become an expert on the application in the product, provide level 2 application support and to define required enhancements based on feedback from user community. Ability to navigate supporting tools such as JIRA or VersionOne, PPM, etc
• Experience in defining metrics, creating and analyzing reports in order to drive improvements
• Experience in owning and leading other ITSM process areas desired; as this role could be tasked to own additional processes outside of Configuration and Asset Management, including but not limited to Service Level Management and Event Management
• Ability to lead presentations and provide training to all levels within the organization
• Designing, Implementing and Testing new workflows, forms, and Service Catalog items
• Subject Matter Expert for CMDB Scheme, CI naming convention, and Road Map
• Gathering requirements
• Creating Report, Dashboards, etc

Related Job Titles

• • Directed the integration of CMDB data across ITIL frameworks, increasing operational efficiency by 25%.
• • Pioneered the implementation of an automated audit process, reducing data inconsistencies by 40%.
• • Collaborated with cross-functional teams to deploy ITSM tools, resulting in a 30% improvement in ticket resolution times.
• • Spearheaded the CMDB data cleanup project, enhancing the reliability of 10,000+ configuration items.
• • Generated comprehensive asset management reports, providing insights that led to a 15% cost reduction in IT expenditure.
• • Trained over 50 IT professionals in CMDB data management and best practices, achieving a 10% increase in department productivity.
• • Managed the CMDB module for ServiceNow, enhancing the accuracy of data representation by 20%.
• • Designed and enforced data entry standards, ensuring a consistent approach to the CMDB use.
• • Developed and tracked key performance indicators for CMDB health, reducing critical errors by 15%.
• • Led a team of analysts in the pursuit of continual service improvement, leveraging CMDB data to optimize service delivery.
• • Facilitated ITSM process integration with CMDB, improving incident and problem management outcomes.
• • Monitored and analyzed IT service delivery metrics, contributing to an annual 10% increase in service quality.
• • Implemented a new reporting system for IT asset utilization, driving better asset lifecycle management.
• • Contributed to the development of CMDB data standards and processes, enhancing data quality and usefulness.
• • Assisted in the rollout of ITSM tools to streamline IT service management processes.

5 Servicenow Business Analyst Resume Examples & Guide for 2024

As a ServiceNow Business Analyst, your resume must highlight extensive experience in ServiceNow platform solutions. Demonstrate your expertise in configuring, customizing, and improving ServiceNow applications. Your resume should showcase your ability to analyze business processes and translate them into technical requirements. Exhibit a strong track record of successful project delivery and effective stakeholder management within the ServiceNow ecosystem.

All resume examples in this guide

Traditional

Resume Guide

Resume Format Tips

Resume Experience

Skills on Resume

Education & Certifications

Resume Summary Tips

Additional Resume Sections

Key Takeaways

As a ServiceNow Business Analyst, you might struggle to showcase your expertise aligning business needs with technical solutions on a resume. Our guide provides you with actionable tips and examples to help you highlight your achievements and tailor your experience to the ServiceNow platform, ensuring your resume stands out to recruiters.

• Aligning the top one-third of your servicenow business analyst resume with the role you're applying for.
• Curating your specific servicenow business analyst experience to get the attention of recruiters.
• How to list your relevant education to impress hiring managers recruiting for the servicenow business analyst role.

Discover more servicenow business analyst professional examples to help you write a job-winning resume.

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Designing your servicenow business analyst resume format to catch recruiters' eyes

Your servicenow business analyst resume will be assessed on a couple of criteria, one of which is the actual presentation.

Is your resume legible and organized? Does it follow a smooth flow?

Or have you presented recruiters with a chaotic document that includes everything you've ever done in your career?

Unless specified otherwise, there are four best practices to help maintain your resume format consistency.

• The top one third of your servicenow business analyst resume should definitely include a header, so that recruiters can easily contact you and scan your professional portfolio (or LinkedIn profile).
• Within the experience section, list your most recent (and relevant) role first, followed up with the rest of your career history in a reverse-chronological resume format .
• Always submit your resume as a PDF file to sustain its layout. There are some rare exceptions where companies may ask you to forward your resume in Word or another format.
• If you are applying for a more senior role and have over a decade of applicable work experience (that will impress recruiters), then your servicenow business analyst resume can be two pages long. Otherwise, your resume shouldn't be longer than a single page.

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The more time and effort you've put into obtaining the relevant certificate, the closer to the top it should be listed. This is especially important for more senior roles and if the company you're applying for is more forward-facing.

Essential sections that should make up your servicenow business analyst resume include:

• The header - with your contact details (e.g. email and telephone number), link to your portfolio, and headline
• The summary (or objective) - to spotlight the peaks of your professional career, so far
• The experience section - with up to six bullets per role to detail specific outcomes
• The skills list - to provide a healthy mix between your personal and professional talents
• The education and certification - showing your most relevant degrees and certificates to the servicenow business analyst role

What recruiters want to see on your resume:

• In-depth knowledge of ServiceNow platform capabilities, including IT Service Management (ITSM), IT Operations Management (ITOM), and IT Business Management (ITBM).
• Experience in requirements gathering, process design, configuration, customization, integration, testing, and implementation within the ServiceNow environment.
• Understanding of ServiceNow Development APIs, scripting, and the ability to create ServiceNow reports, dashboards, and homepages.
• Demonstrated ability to translate business needs into technical specifications and develop innovative solutions using ServiceNow.
• Strong project management skills and experience coordinating with cross-functional teams, stakeholders, and vendors.

What is the resume experience section and how to write one for your past roles

The experience section in a servicenow business analyst resume is critical for your profile and overall application. It should not only display your work history, but also highlight your achievements in previous roles .

Many candidates either simply list their duties or provide excessive details about past, irrelevant jobs. A more effective approach involves first examining the job advertisement for keywords - specifically, skills essential for the role . Then, demonstrate these key requirements throughout different parts of your resume, using accomplishments from your roles.

Format each bullet point in your experience section by starting with a strong action verb . Follow this with a description of your role and its impact on the team or organization.

Aim to include three to five bullet points for each role.

Finally, gain insights into how professionals have crafted their servicenow business analyst resume experience sections by exploring some best practice examples.

• Redesigned the incident management process using ServiceNow, leading to a 30% reduction in average resolution time for critical issues.
• Conducted comprehensive workshops to gather business requirements for new ServiceNow modules, streamlining company-wide adoption with a user satisfaction rate exceeding 90%.
• Developed custom ServiceNow reports and dashboards for executive stakeholders, providing insights that drove a 15% increase in operational efficiency.
• Orchestrated the ServiceNow ITSM platform migration, achieving a seamless transition without business disruption and maintaining 99.9% platform availability.
• Implemented a ServiceNow self-service portal, enhancing user autonomy and leading to a 40% reduction in L1 support ticket volume.
• Structured and led the ServiceNow training program for internal staff, ensuring optimal system utilization and bolstering staff productivity by 25%.
• Spearheaded the successful integration of ServiceNow with external vendors' tools, fostering a centralized control environment and reducing process redundancies by 20%.
• Led the demand management enhancement project within ServiceNow, contributing to a 35% improvement in project prioritization and allocation of resources.
• Assisted in the financial modeling of ITSM investments on ServiceNow, enabling leadership to make informed decisions that led to a 10% cost saving.
• Supported the rollout of ServiceNow Problem Management module by collaborating with IT teams, reducing repeat incidents by 50% within a year of implementation.
• Performed in-depth data analysis within ServiceNow to identify service bottlenecks, proposing solutions that enhanced service delivery speed by 25%.
• Created detailed documentation for ServiceNow processes which became the standard reference for the IT department, enhancing overall process adherence.
• Coordinated the rollout of the ServiceNow Configuration Management Database, achieving a data accuracy level of 98% within six months post-deployment.
• Analyzed and re-engineered business processes for asset management in ServiceNow, leading to an overall asset utilization increase by 20%.
• Implemented an enhanced incident reporting feature in ServiceNow that decreased the mean time to log incidents by 35%.
• Guided global teams through the development of strategic ServiceNow solutions that streamlined HR service delivery, impacting over 10,000 employees.
• Customized ServiceNow workflows for change management, drastically reducing unauthorized changes and service outages by 80% in high-risk environments.
• Leveraged business intelligence tools within ServiceNow to derive actionable insights, leading to a strategic overhaul of IT services catalog that improved customer experience.
• Introduced a comprehensive asset lifecycle management process in ServiceNow, optimizing asset tracking and achieving a 15% reduction in asset lifecycle costs.
• Custom-built ServiceNow applications to align with unique business processes, empowering departments to increase their productivity by up to 30%.
• Collaborated with cross-functional teams to revamp the service catalog in ServiceNow, which optimized the user journey and increased catalog adoption by 60%.
• Facilitated the transition to a unified IT service management platform via ServiceNow, which consolidated disparate systems and saved the company approximately $200,000 annually.
• Implemented a custom ServiceNow application tracking system for compliance issues, which significantly reduced regulatory breaches by 90% within the first year of deployment.
• Enhanced the change management process through ServiceNow automation, directly leading to a reduction in change-related incidents by 75%.

Quantifying impact on your resume

• Detail the number of ServiceNow implementations you have actively contributed to, showcasing your breadth of experience.
• Include the percentage of increased efficiency or reduced process time through your ServiceNow solutions, demonstrating efficiency gains.
• Specify any cost reductions in operational expenses due to optimizations made in ServiceNow, underscoring financial impact.
• List the number of modules or applications of ServiceNow you are proficient in, illustrating your depth of knowledge.
• Quantify the size of the user base supported by your ServiceNow projects, highlighting your capability at scale.
• Mention the number of custom applications developed in ServiceNow, evidencing your innovative use of the platform.
• Report the percentages of incident reduction from your ServiceNow process improvements, reflecting your focus on quality.
• State the number of cross-functional teams you’ve collaborated with on ServiceNow projects, emphasizing teamwork and communication skills.

Action verbs for your servicenow business analyst resume

What can candidates do about their resume, if they have no experience

Job requirements can sometimes be answered by other elements you could make more prominent in your servicenow business analyst resume.

Thus, you'd be substituting your lack of experience with your relevant:

• Education with details of skills you've obtained that align with the job
• Internships and short-term jobs that are once more dedicated to putting your expertise in the spotlight
• Skills section answering basic and - potentially - more specific job qualifications
• Strengths or accomplishments to show the unique value you present, even as a candidate with less or no professional experience in the industry.

Recommended reads:

• How to List Continuing Education on Your Resume
• How to List Expected Graduation Date on Your Resume

List all your relevant higher education degrees within your resume in reverse chronological order (starting with the latest). There are cases when your PhD in a particular field could help you stand apart from other candidates.

Creating your servicenow business analyst resume skills section: balancing hard skills and soft skills

Recruiters hiring for servicenow business analyst roles are always keen on hiring candidates with relevant technical and people talents. Hard skills or technical ones are quite beneficial for the industry - as they refer to your competency with particular software and technologies. Meanwhile, your soft (or people) skills are quite crucial to yours and the company's professional growth as they detail how you'd cooperate and interact in your potential environment. Here's how to describe your hard and soft skill set in your servicenow business analyst resume:

• Consider what the key job requirements are and list those towards the top of your skills section.
• Think of individual, specific skills that help you stand out amongst competitors, and detail how they've helped you succeed in the past.
• Look to the future of the industry and list all software/technologies which are forward-facing.
• Create a separate, technical skills section to supplement your experience and further align with the servicenow business analyst job advert.

Top skills for your servicenow business analyst resume:

ServiceNow Platform Knowledge

IT Service Management (ITSM)

Business Process Analysis

Requirements Gathering

Workflow Design

Reporting and Analytics

Data Integration

Agile and Scrum Methodologies

ServiceNow Configuration and Customization

Project Management Tools

Analytical Thinking

Problem-Solving

Communication

Attention to Detail

Time Management

Adaptability

Customer Service Orientation

Stakeholder Management

The more trusted the organization you've attained your certificate (or degree) from, the more credible your skill set would be.

Listing your education and certifications on your servicenow business analyst resume

Don't underestimate the importance of your resume education section . As it may hint at various skills (and experience) that are relevant to the job. When writing your education section:

• Include only higher education degrees with information about the institution and start/end dates
• If you're in the process of obtaining your degree, include your expected graduation date
• Consider leaving off degrees that aren't relevant to the job or industry
• Write a description of your education if it presents you with an opportunity to further showcase your achievements in a more research-focused environment

When describing your certifications on your resume, always consider their relevancy to the role. Use the same format to describe them as you would for your education. If you're wondering what the best certificates out there are for servicenow business analyst roles, check out the list below.

The top 5 certifications for your servicenow business analyst resume:

• ServiceNow Certified System Administrator (CSA) - ServiceNow
• ServiceNow Certified Implementation Specialist (CIS) - ServiceNow
• ITIL Foundation Certification (ITIL) - AXELOS
• Certified Business Analysis Professional (CBAP) - International Institute of Business Analysis (IIBA)
• Agile Certified Practitioner (PMI-ACP) - Project Management Institute (PMI)

Always remember that your servicenow business analyst certifications can be quantified across different resume sections, like your experience, summary, or objective. For example, you could include concise details within the expertise bullets of how the specific certificate has improved your on-the-job performance.

• Should You Include Eagle Scout On Your Resume?
• How to List GPA on Your Resume

Best practices to your servicenow business analyst resume summary or objective

To start, how do you know if you should include a resume summary or a resume objective ?

• Resume summaries are ideal for servicenow business analyst professionals with more experience, who'd like to give a quick glimpse of their biggest career achievements in the top one-third of their resumes.
• On the other hand, resume objectives serve as a road map for recruiters. Candidates use the objective to show how their experience aligns with the servicenow business analyst role they're applying for while showcasing the North Star of their career (or where they want to be as a professional in the next couple of years).

The resume summary or resume objective could be the perfect fit for your servicenow business analyst resume. The function of both is to highlight your professionalism succinctly. So, keep your writing specific: include no more than four sentences and target your application to the role. Here's how these specific resume sections help the servicenow business analyst candidates stand out.

Resume summaries for a servicenow business analyst job

• With over eight years of dedicated experience as a ServiceNow Business Analyst, I have honed my skills in ITSM, ITIL frameworks, and ServiceNow administration. My proudest achievement includes leading a cross-functional team to successfully automate incident management processes, achieving a 30% cutdown in response times for a Fortune 500 company.
• An accomplished professional with five years of ServiceNow implementation experience, specializing in developing custom applications and workflow configurations. I bring a track record of streamlining operations that resulted in a 25% increase in process efficiency for a multinational financial firm.
• Transitioning from a project management background with over ten years of experience, I am eager to leverage my expertise in team coordination and process optimization to enhance ServiceNow solutions. My career is marked by successful deployment of a company-wide ERP system, improving project delivery timelines by 40%.
• As a former software developer with six years of experience pivoting into a ServiceNow Business Analyst role, I aim to blend my technical acumen with business analysis proficiency. I've contributed to an award-winning SaaS product launch and now wish to focus on delivering top-tier ServiceNow solutions.
• Seeking to launch a career in ServiceNow business analysis, I bring an enthusiastic approach to learning and applying cutting-edge IT service management tools. With a solid academic background in Information Technology, I am eager to develop tailored solutions that will streamline and enhance business operations.
• Eager to embark on a ServiceNow Business Analyst journey, my objective is to leverage my strong analytical skills and passion for technology to contribute to impactful service management solutions. Equipped with a bachelor's degree in Computer Science, my goal is to grow into a valuable asset by ensuring optimized system performances and user satisfaction.

Additional valuable servicenow business analyst resume sections to stand out

When assessing candidate applications, recruiters are often on the lookout for elements that go beyond meeting standard requirements and technical expertise.

This is where extra sections could play a key role in showcasing your unique skill set and personality.

Make sure to include sections dedicated to:

• How you spend your free time, outside of work. The interests resume section also goes to show your personality and transferrable skills; and may also serve to fill in gaps in your experience;
• Most innovative work. The projects resume section brings focus to what you're most proud of within the field;
• How you're able to overcome language barriers. The language resume section is always nice to have, especially if communication would be a big part of your future role;
• Industry-wide recognitions. Remember that the awards resume section should highlight your most noteworthy accolades and prizes.

Key takeaways

• The format and layout of your servicenow business analyst resume should reflect on both your career and what matters most to the job you're applying for;
• Use the resume summary and objective to hint at your most prominent accomplishments;
• Always be specific about your experience and consider what value each bullet you curate adds to your servicenow business analyst application;
• Consider how your academic background and technical capabilities could further showcase your alignment to the role;
• Your soft skills should contribute to your overall servicenow business analyst profile - aligning your personality with skills and results.

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Servicenow Business Analyst Resume Sample

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Work Experience

• Essential - Determine and define business needs and global requirements to develop and continue the growth of a multi instance ServiceNow environment with primary focus on CMDB and the Configuration Management process. Though this can expand to other process areas such as Change, Incident, Problem, Knowledge, SDLC, Reporting, Requests, Visual Task Boards, and Service Catalog
• Analyze business problems to design and document solutions up front with technical and creative teams
• Identify opportunities to improve efficiency in existing processes
• Define, document, and manage change on business objectives, business requirements and functional requirements
• Interview stakeholders and facilitate workshops and other requirements-gathering meetings
• Lead discussions and reviews of requirements with stakeholders including internal team and clients and maintain said requirements throughout the development cycle
• Contribute to and deliver considered, concise and relevant presentation to colleagues and clients
• Where possible, assist development resources in documenting user/system interactions, system features, and other technology-focused deliverable
• Set up, structure and deliver a suite of high quality BA documents
• Communicate and work within guidelines to ensure maximum search engine optimization and web analytics tracking is achieved in development efforts
• Experience and/or training in business analysis, with full lifecycle experience on multiple projects, from business case to requirements gathering through functional specs and user acceptance testing from business case to requirements gathering through functional specs and user acceptance testing
• Experience with analyzing and solving complex logical problems, working effectively in teams to achieve user objectives and ensure client satisfaction, and coordinating the efforts of various departments and functions
• Possesses excellent communication and negotiation skills
• ServiceNow (2yrs experience) on gathering requirements
• Experienced on Security operations functions
• Under general supervision, collaborates and consults with internal client groups to understand business and user needs and document requirements

Professional Skills

• First-rate planning and organization skills and experience; able to adapt and react to changing environments
• Good collaboration skills and ability to work effectively in a team environment
• Strong facilitator; adept at running meetings with end users, gathering and managing business requirements, and balancing priorities
• Experience using the ServiceNow service portal including HI account experience
• Proven experience in defining requirements for solutions in multiple-entity environments (multiple agencies, business partners, etc.)
• Prior experience working with Remedy 8.1 migration to ServiceNow
• Prior experience working with ScienceLogic as an integration point with ServiceNow

How to write Servicenow Business Analyst Resume

Servicenow Business Analyst role is responsible for analysis, servicenow, general, training, integration, security, compensation, architecture, planning, reporting. To write great resume for servicenow business analyst job, your resume must include:

• Your contact information
• Work experience
• Skill listing

Contact Information For Servicenow Business Analyst Resume

The section contact information is important in your servicenow business analyst resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

• First and last name
• Telephone number

Work Experience in Your Servicenow Business Analyst Resume

The section work experience is an essential part of your servicenow business analyst resume. It’s the one thing the recruiter really cares about and pays the most attention to. This section, however, is not just a list of your previous servicenow business analyst responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular servicenow business analyst position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative Servicenow Business Analyst resume experience can include:

• Effective prioritization, negotiation skills and high energy
• Communicate effectively with management to enhance their understanding of the opportunities and limitations of information systems
• Intermediate computer experience and web tool experience
• Ensure business processes are integrated into ServiceNow effectively and on time
• Collect, analyze, document and prioritize business and system requirements. Validate requirements with appropriate audiences
• Communicate effectively with business leaders and IT

Education on a Servicenow Business Analyst Resume

Make sure to make education a priority on your servicenow business analyst resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your servicenow business analyst experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

• School you graduated from
• Major/ minor
• Year of graduation
• Location of school

These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in Servicenow Business Analyst Resume

When listing skills on your servicenow business analyst resume, remember always to be honest about your level of ability. Include the Skills section after experience.

Present the most important skills in your resume, there's a list of typical servicenow business analyst skills:

• ) Strong documentation skills as well as data gathering and analysis via MS Excel and experience working with MS Visio (flow chart and diagram software)
• Strong business analysis skills/experience with ServiceNow
• Good organizational skills to enable multiple tasks to be addressed concurrently
• Effective team player and interpersonal skills
• Possesses strong facilitation and presentation skills
• ServiceNow specific experience strongly desired

List of Typical Experience For a Servicenow Business Analyst Resume

Experience for servicenow business analyst resume.

• Experience with serving as the liaison between the project manager and development team to clarify requirements on behalf of policy and business stakeholders
• Collect, analyze, document and prioritize business and system requirements
• Validate requirements with appropriate audiences
• Experience as an IT Business Analyst
• Provide excellent customer service to Red Hat associates
• Experience with ITSM or other Service Desk oriented tool sets
• Experience with ServiceNow required
• Experience with service, asset, and incident management processes and systems
• Experience as a Business Analyst and/or Project Coordinator
• Experience with ITIL management, business value analysis, and business process design
• Implement robust, fully tested solutions across all environments prior to production deployment
• Provide domain experienced guidance of ServiceNow to technical, process, and business teams
• Experience with writing technical requirements for an IT system, including visual mock-ups, use cases, shall statements, or user stories
• Competitive compensation package and excellent benefits (Multisport card, private medical care, health insurance, pension plan
• Understands and has experience with various project management methodologies
• Experience with collaboration tools
• Recent experience in an Agile environment
• Recent Business Analysis experience in an IT Service Management (ITSM) environment
• Maintain user confidence and protect operations by keeping information confidential
• Works to translate business requirements into system requirement specifications consistent with the needs of the business
• Makes recommendations on new solutions or enhancements based on assessment of business requirements in alignment with overall business and technology strategy
• Identifies, researches, and resolves system issues proactively. Communicates and provides updates and recommendations to applicable business users
• Works closely with client groups to effectively align and utilize full system capability to meet business objectives. Responsible for application and knowledge transfer to properly support team upon completion of project implementation phase
• Overall responsibility for the successful execution of all configuration of the ServiceNow platform for a Client solution. Provides cost effective and timely on-boarding for Clients to our ITSM systems
• Own the relationship with project stakeholders to identify, model, and document business, process, and data requirements
• Work with Platform Support Team to develop release estimates
• As a team member, help deliver technical solutions and resolves issues as required
• Assist in the implementation of operational support plan in conjunction with team leadership and project release cycles
• Provide input into business cases for services and support
• Provide business analysis and translation into solutions to achieve business outcomes
• Provide documentation of application solutions
• Work with the business teams to actively look for application related improvements
• Create presentations and documentation used to explain Teams’ strategic direction to various internal stakeholder groups and leaders
• Work with the developers and other technical staff to translate business requirements to system design
• Adhere to BTL’s processes for Change Management, Incident Management, etc. as applicable
• Drive a project to a clearly defined scope with traceable and testable requirements
• Document how to use the ServiceNow applications
• Train associates on the various tools and applications in ServiceNow
• Monitor and triage the ticket queue to groom ServiceNow requests
• Produces project documentation such as project initiation documents, detailed business requirements, diagrams and use cases
• Coordinate requests form and request process owners to determine the design of the form within ServiceNow, required fields, workflow and process guides
• Provides clear written and verbal communications to project team
• Work with the developers and other technical staff to translate business requirements to system design. Create requirements documentation, test plans, test cases and conduct functional testing, as needed. Plan and coordinate user acceptance testing, as needed
• Provide consulting to technical, sales, service line and operational staff as required
• Assist in the preparation of client presentations concerning project scope, timeline, activities, issues, and progress as required
• Worked in IT Service Management space, and has understanding of ServiceNow
• Support patching and upgrade process
• Perform cost-benefit and return on investment analyses for proposed systems to aid management in making implementation decision
• Manage Demand and SDLC process for the team using the Agile development module within ServiceNow
• Adhere to BTL's processes for Change Management, Incident Management, etc. as applicable
• Participate in the investigation and resolution of complex and unusual problems
• Recommend changes to established methods, suggests alternative solutions and new methods, to improve quality and increase productivity
• Interact with subject matter experts, application development, implementation support and production support staff to define functional specifications that meet users requirements and are technically appropriate
• Communicate with the Project Managers and assists in the management of client expectations
• Create and maintain BSA deliverables as mandated in our development life cycle
• Provide support for creation and maintenance of project documentation as per development life cycle
• Estimate timelines for the requirements phase of the project and ensure that the requirements are scheduled in manageable components
• Provide input for post-implementation review document and implement corrective procedures
• Broad business and management knowledge
• Identify and document requirements for enhancements
• Create test scripts for use in Quality Center

List of Typical Skills For a Servicenow Business Analyst Resume

Skills for servicenow business analyst resume.

• Understanding of Verification & Validation Techniques (Testing & Reviews)
• Experience of developing or administering a ServiceNow platform instance
• History of analyzing business situations and working within a group environment to provide efficient and effective software solutions
• Experience developing and documenting business requirements
• Experience in developing test scripts and conducting functional tests in ServiceNow
• ) Experience working as a Business Analyst within an ITIL framework, implementing service desk tools (Remedy, CA Service Desk)
• Experienced with formal SDLCs and business analysis methodologies; Working knowledge of business analysis documentation standards including user stories
• Experience using standard project tools including Microsoft Project, Excel and PowerPoint
• Recent hands-on experience implementing and maintaining a medium to large ServiceNow environment
• Experience in training for user applications, specifically ticketing systems
• Experience in gathering and documenting customer requirements for software development
• Previous experience in working within the ServiceNow Platform, using multiple modules
• Strong understanding of technology and systems
• Experience of working with third party suppliers/vendors
• Solid understanding of ServiceNow platform and related applications
• Excellent attention to detail; maintaining high standards for quality and accuracy
• Form good working relationships with internal ServiceNow customers
• Experience working with Agile Project Teams
• Experience in IT consulting as a business analyst
• Experience in developing user stories, use cases and detailed requirements
• Experience in creating ServiceNow process flows and dashboards and reports
• Experience in gathering business, technical, and functional requirements for large-scale IT projects
• Experience working with ServiceNow suite of products
• Experience documenting requirements, processes and overall workflows in Navvia
• Experience in documentation writing for software applications
• Experience configuration, implementation and training/handover of administration to client is required
• Knowledge and working experience in the system development lifecycle
• Experience in workflow analysis, design and process re-engineering principles
• Enhance existing functionality where appropriate to ensure it remains current and effective
• Experience of development, testing lifecycle SDLC, Agile methodologies
• Demonstrable experience of leading a process, product or application
• Workflow Diagramming experience
• Business Analysis experience in the IT Service Management space
• Strong knowledge of business analysis tools and methodologies
• Experience with Sitecore or other similar content management system highly desired
• User Centred Design (User Experience, User Interface Design and Business Process Design)
• Experience with ServiceNow administration and some development
• Experience leading a similar transition or integration projects. Example: ITSM tools like Remedy / ServiceNow, Monitoring tools, etc
• An understanding of Project Management processes and experience in similar projects of complexity and scale
• Two years of Business Analyst experience
• Understanding of different processes and methodologies like RAD, RUP, SDLC, BSA Methodology
• Understanding of IT concepts (Like Files/interfaces, structures, reports, UI, etc)
• Understanding of SDLC, Agile and other iterative development best practice
• Responsible for gathering, compiling and synthesizing information with regard to implementing business practice into ServiceNow
• Perform day to day support, administration and maintenance of the ServiceNow platform, including case and incident routing, data clean-up, and reporting
• Responsible for meeting with department heads and stake holders to gathering and documenting business requirements for ServiceNow integration
• Translate technical complexities to project stakeholders, ensuring understanding of design decisions
• Provide reporting and report training
• Work with the lead Administrators and Developers on various projects by gathering and documenting Request for Enhancement requirements
• Assist in analysis and reporting of testing defects when requested
• Perform on-going knowledge transfer and assist the PTC in developing its own ServiceNow support capabilities
• Knowledge of defect tracking tools
• Analysis Techniques (Competitive & Benchmarking Analysis, Stakeholder Analysis, Cost Benefit Analysis, Gap Analysis, Feasibility Analysis, SWOT Analysis, etc)
• Perform quality assurance testing strategies, plans and execution
• Exposure to working in Agile, SAFe or DevOps environments
• Document the process and tool functionality for training purposes
• Focus on details without losing sight of the big picture
• Knowledge of ServiceNow platform, including data schema creation, set-up of business process flows, user roles, and development of dashboards
• Solves moderately complex problems; takes a new perspective on existing solutions; exercises judgment based on the analysis of multiple sources of information
• Perform testing of ServiceNow updates and new releases
• Creates/supports new system solutions or enhancements to existing system with appropriate change management and minimal rework
• Represent project stakeholders throughout planning, development, and release processes
• Support Platform Support Team in understanding business and test requirements
• Support ongoing operational maintenance and enhancements of our ServiceNow systems
• Provide support to resolve application issues and assist with troubleshooting
• Actively engage key business areas to assist in planning for application lifecycle as well as new and future business capabilities
• Contribute to multiyear business plan and maintain IT and Business alignment as pertains to business demands and evolving requirements
• Promote alignment with stakeholder groups and development of material that allows for clear, consistent communication and understanding
• Create requirements documentation, test plans, test cases and conduct functional testing, as needed
• Plan and coordinate user acceptance testing, as needed
• Assist in the creation or modification of process, knowledge base or training documentation
• Reconcile conflicts, deconstruct high level information into details, and distinguish user requests from underlying needs
• Responsible for producing functional and non-functional specifications as well as other deliverables related to ServiceNow integration
• Schedule and document customer, stakeholders and development team member meetings for the process of analyzing ServiceNow requirements and modifications

List of Typical Responsibilities For a Servicenow Business Analyst Resume

Responsibilities for servicenow business analyst resume.

• Experience with functional configuration
• Perform Scrum master role as needed
• Update documentation related to ServiceNow configuration and workflows
• Facilitate and support the rollout of new applications and enhancements in ServiceNow
• Advise on design and overall ServiceNow best practices
• Monitor health, usage and overall compliance of ServiceNow
• Gather requirements from customers to identify desired support needs
• Serve as a liaison between IT, vendors, and the supported business areas
• Provide updates and communication to customers, management and IT; escalate issues as appropriate
• Develop as-is and to-be business process flows and data models required by the department methodology for new system development or for process redesign
• Facilitate meetings in the business area to review business processes and identify information system requirements and/or needs. Understand the various business entities and cross divisional relationships
• Industry experience in analysis and documentation of Business Systems and the design, development, and implementation of software and hardware solutions, systems, or products
• Strong verbal and written communications with ability to effectively communicate at multiple levels in the organization in both technical and user-friendly language
• Knowledge of IT business operations, objectives, and strategies as well as business process and information flow
• Engage, drive & support the expectations of Process Owners, Stakeholders & Senior Leaders
• Support the execution of the CMDB process
• Work with developers to enhance, improve, optimize and refine all requirements
• Coordinate communication between the various team for releases, defects and enhancements
• Drive technical conversations to determine roadmap's, tasks and initiatives
• Professional, adaptable and innovative leader with a focus on delivery
• Opportunity to learn about risk and governance in support of audit reviews as well as certifications like ISO 20001 and 9001
• Occasion to directly and indirectly influence change in our organization
• Proficient in MS Office applications: Word, Outlook, Excel, PowerPoint, SharePoint
• Knowledge of TransCanada's business strategies, practices, processes, and systems is considered an asset
• They are replacing CA Service Desk with ServiceNow as their full sledge service management tool for various functions including incident and change management, request management, release management, etc.
• Performs routine assignments independently; confers with higher level staff or management on complex or non-routine issues
• Has knowledge of best practices within Information Services
• Applies best practices and knowledge of business issues to improve processes
• Impacts a range of customer, operational, project or service activities within own team and other related teams; works within broad guidelines and policies
• Manage multiple projects or work efforts simultaneously
• Develop and write procedures, communicate and collaborate with technical and non-technical staff and implement new procedures
• Prepare user documentation and training materials. Provides technical training and user support to business groups. Develops communication plans and related activities
• Serve as a liaison between various groups and facilitate the request process for enhancements
• Develops business unit application testing strategies, plans cases and conditions; tests and monitors efforts; assists with reviewing and approving new system behavior to ensure alignment with business requirements, processes, standards and objectives. Creates and communicates all testing deliverables
• Work closely with the ServiceNow functional team to build requested items and tasks using workflows to manage processes from the customer to the fulfillment teams
• Experience of using business analysis tools/techniques to design and deliver business change
• Experience of working in a technology environment
• Monitor health, usage, and overall compliance of ServiceNow
• Business Needs Identification -Operates at a functional level in assessing and defining business need and areas for improvement. Actively seeks out opportunities to enhance and improve in line with strategic goals, proposing potential solutions through research
• Stakeholder Analysis & Change - Effectively identifies partners and builds and manages relationships according to individual stakeholder needs and levels of influence. Contributes to communication plans and change management for project and stakeholders
• Business Case and Benefits Management – Supports the business case definition, gaining business justification for investment including return on investment and benefits realization
• Solution Evaluation - Analyzes and assesses solution proposals and able to articulate supporting reasoning. i.e. assessing business readiness, maximizing value vs. spend. Work with architects to ensure that elaborated requirements are sympathetic to the solution design
• Awareness of ITILv3 Framework
• Gather business requirements and develop associated functional/technical specifications
• Challenge, negotiation and influence
• Presentation, Communication & Facilitation
• Benefits Management and Realisation
• Pharmaceutical business awareness//business domain knowledge
• ITILv3 Foundation certification or above
• Knowledge of Requirements Management Tool like Enterprise Architect
• Group data administration
• Travel required up to 60%
• Flexibility to adapt to different situations and to work with the business area of various backgrounds
• Proactive and able to complete tasks with minimal supervision
• Self-motivated, self-disciplined and with the ability to work to tight deadlines
• Experience with general management consulting, project or digital product management, and business requirements to frame new initiatives for the IT team and develop concept papers and discussion documents for policy and other business stakeholders
• Experience with gathering user input and conducting user research, including organizing and delivering Webinars, such as PowerPoint content creation, drafting execution timelines and invitations, survey development, arranging IT support, and communicating updates and deadlines to Webinar stakeholders
• Experience in the development of documentation, including concept papers, progress reports, presentations, meeting agendas, high-level requirement overview documentation, user guides, marketing, and training materials
• Two years of experience with ServiceNow
• Related ServiceNow BA experience

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