• ServiceNow Solution Consulting- Lead ServiceNow discovery workshops with business stakeholders, architects, product owners, business analysts, compliance teams, and technical teams.
• Requirement Gathering and Discovery Workshops: Understand business objectives, pain points, operational processes, and regulatory requirements, and translate them into scalable ServiceNow solutions.
• Functional and Technical Design: Own functional and technical solution design for ServiceNow CSM, ITSM, integrations, automation, Service Portal, UI Builder, Workspace, and scoped applications.
• Fit-Gap Analysis: Perform fit-gap analysis between business requirements and ServiceNow out-of-the-box capabilities, especially across CSM, ITSM, workflows, portals, workspaces, and integrations.
• Business Process Mapping: Convert business requirements into user stories, acceptance criteria, solution designs, development tasks, and test scenarios.
• ServiceNow Best Practice Advisory: Provide ServiceNow best-practice recommendations with focus on upgrade-safe configuration, maintainability, platform governance, and long-term scalability.
• Platform Governance and Upgrade-Safe Design: Build upgrade-safe customizations and ensure alignment with ServiceNow platform governance standards.
• User Story and Acceptance Criteria Definition: Design and enhance Service Portal widgets, themes, catalog experiences, UI Builder pages, Workspace configurations, and user-centric interfaces.
• UAT Support and Business Validation: Support UAT planning, business validation, defect triage, issue analysis, and production readiness activities.
• Client Demos and Stakeholder Communication: Work closely with client stakeholders, architects, business analysts, system administrators, testers, compliance teams, and delivery managers.