ServiceNow Functional Consultant - Makati - KPMG Philippines

Paglalarawan

Job Summary

The ServiceNow Functional Consultant/Business Analyst will play a critical role in delivering and supporting managed services for ServiceNow solutions, focusing on ITxM (IT Service Management, IT Operations Management, IT Business Management), Customer Service Management (CSM), Human Resource Service Delivery (HRSD), Integrated Risk Management (IRM), Security Operations (SecOps), and Strategic Portfolio Management (SPM). This role involves gathering and analyzing business requirements, configuring ServiceNow modules, optimizing processes, and supporting operational activities such as incident resolution, service request fulfillment, and platform enhancements. The ideal candidate will collaborate with stakeholders, ensure alignment with business objectives, and contribute to the success of managed services in a large enterprise environment like ADNOC, supporting approximately 5,000 users.

Key Responsibilities

• Requirements Gathering and Analysis: Collaborate with ADNOC's business and IT stakeholders to elicit, document, and analyze functional and non-functional requirements for ServiceNow modules, translating them into effective configurations and workflows.
• Process Design and Optimization: Assess and optimize business processes (e.g., incident management, service requests, employee onboarding, risk assessments) to leverage ServiceNow's out-of-the-box (OOB) capabilities, improving efficiency and user experience.
• Solution Configuration: Configure ServiceNow modules (ITxM, CSM, HRSD, IRM, SecOps, SPM) to meet business needs, including workflows, forms, reports, and self-service portals, with minimal customization.
• Operational Support: Support daily managed services operations, including incident resolution, service request fulfillment, and change management, ensuring adherence to SLAs (e.g., 4-hour incident resolution, 99.9% uptime).
• Enhancement Delivery: Design and implement enhancements to ServiceNow functionalities, such as new workflows, dashboards, or knowledge articles, to address evolving business requirements.
• Integration Support: Assist in maintaining and troubleshooting integrations with enterprise systems (e.g., SAP, Active Directory, QMIS) using REST, SOAP, or IntegrationHub, ensuring seamless data flow.
• Compliance and Security: Ensure configurations align with regulatory requirements (e.g., GDPR, AML, UAE SPC standards) by supporting audit trails, access controls, and compliance reporting for IRM and SecOps modules.
• User Training and Adoption: Develop training materials, conduct user training sessions, and promote adoption of ServiceNow features (e.g., self-service portals, mobile apps) for end-users and support teams.
• Documentation: Create and maintain detailed documentation, including business requirements, process flows, configuration guides, and support procedures.
• Stakeholder Collaboration: Act as a liaison between business units, IT teams, and the managed services delivery team, facilitating workshops, requirement reviews, and status updates.
• Continuous Improvement: Stay updated on ServiceNow advancements (e.g., Now Assist GenAI, Predictive Intelligence) and recommend process improvements to enhance service delivery.

Required Qualifications

Education

• Bachelor's degree in Business Administration, Computer Science, Information Technology, or a related field (or equivalent experience).

Experience

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

Certifications

• ServiceNow Certified System Administrator (mandatory).
• At least one of the following ServiceNow certifications (highly preferred):
• Certified Implementation Specialist – ITSM
• Certified Implementation Specialist – Customer Service Management
• Certified Implementation Specialist – Human Resources
• Certified Implementation Specialist – Risk and Compliance
• Certified Implementation Specialist – Security Operations
• Certified Implementation Specialist – Strategic Portfolio Management
• ITIL Foundation (preferred).

Technical Skills

• Strong knowledge of ServiceNow modules: ITxM (Incident, Problem, Change, Service Request, ITOM, ITBM), CSM (Case Management, Customer Portal), HRSD (Employee Service Center, Onboarding), IRM (GRC, Risk Management), SecOps (Vulnerability Response, Threat Intelligence), and SPM (Portfolio and Project Management).
• Proficiency in configuring ServiceNow workflows, forms, reports, and self-service portals using Flow Designer and Workflow Editor.
• Familiarity with ServiceNow integrations (REST, SOAP, IntegrationHub) and data mapping for enterprise systems.
• Understanding of AI-driven features (e.g., Now Assist, Predictive Intelligence) for automation and analytics.
• Knowledge of ITIL processes and their application in ServiceNow for managed services operations.

Soft Skills

• Strong analytical and problem-solving skills to translate business needs into technical solutions.
• Excellent communication and interpersonal skills to engage with diverse stakeholders, including business units, IT teams, and vendors.
• Ability to work collaboratively in a fast-paced, team-oriented managed services environment.
• Detail-oriented with strong organizational skills to manage multiple tasks and priorities.
• Adaptability to handle evolving requirements and support continuous improvement initiatives.

Preferred Qualifications

• Experience in the oil and gas industry, with knowledge of operational systems like Quality Management Information Systems (QMIS) or SAP Ariba.
• Familiarity with UAE regulatory requirements (e.g., Supreme Petroleum Council standards).
• Experience with ServiceNow's Performance Analytics for advanced reporting and insights.
• Background in business process reengineering or change management in enterprise IT environments.