Digital Transformation Solutions Expert

Job Overview

The Digital and Technology team is a key unit within the organization, dedicated to exploring the latest trends and innovations in technology while leading the adoption of cutting-edge technologies across the organization. The team's expertise spans a wide range of areas, including AI/ML, Data Science, IoT, NLP, Cloud, Infrastructure, RPA and Automation, Digital Transformation, Cyber Security, Blockchain, SAP S4 HANA and Enterprise Architecture.

Purpose of the Role

The Sr. ServiceNow Analyst is responsible for enabling effective ITSM and HR solutions by bridging business needs with platform capabilities. This role manages and governs foundational data, ensures process alignment with enterprise standards, and provides consultative guidance to stakeholders.

Key Accountabilities

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• Act as a functional lead for ITSM and HRSD processes on the ServiceNow platform, ensuring solutions align with business objectives, enterprise standards, and compliance requirements.">
• Partner with business stakeholders, Solution Managers, and technical teams to capture requirements, refine user stories, and translate them into actionable functional specifications.">
• Manage and govern foundational data (Assignment Groups, Licensing, User/Role Data, Locations, Departments, Cost Centers, etc.), ensuring accuracy, consistency, and alignment with enterprise data policies.">
• Analyze existing processes to identify opportunities for automation, simplification, and efficiency improvements using ServiceNow capabilities.">
• Collaborate with technical engineers to design and deliver solutions, providing detailed process flows, acceptance criteria, and test scenarios.">
• Lead and coordinate Proof of Concepts (POCs) and Discovery workshops, validating solution feasibility and shaping future enhancements.">
• Lead functional testing, UAT coordination, and validation of new modules, enhancements, and platform upgrades to ensure business readiness and quality outcomes.">
• Maintain and manage product backlogs for ITSM and HR modules, prioritizing requests based on business impact, user experience, and strategic alignment.">
• Provide expertise in ITSM processes (Incident, Problem, Change, Knowledge, Service Catalog) and HRSD modules (Case Management, Employee Service Center, Onboarding, and related workflows).">
• Develop and deliver functional documentation, training materials, and knowledge articles to support adoption, process maturity, and end-user enablement.">
• Support Incident and Change Management by performing impact assessments, validating fixes, and ensuring alignment with business needs.">
• Research, evaluate, and recommend new ServiceNow features and industry best practices to maximize platform value and improve employee experience.">

Requirements

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• 12+ years of Business Analyst experience">
• 8-10+ years of relevant experience working as Data Engineer or similar levels">
• Hands-on experience with cutting-edge cloud data engineering services">
• Understanding of SAP Landscape">
• Data Governance Tools (Any)">
• Basic understanding of Cyber Security requirements">
• Excellent communication skills - verbal and written">
• Excellent analytical skills">
• Excellent stakeholder management skills">
• Expert level">
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  • Stakeholder Management">
  • ServiceNow ITSM">
  • ServiceNow HR">
  • Aglie Practice">
  • Influencing Skills">
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• Intermediate Level">
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  • Agile Practice">
  • Influencing Skills">
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• Basic Level/Preferred">
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  • Ai POCs">
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About Us

We are a global organization with a presence in 100 countries, serving customers with a portfolio of 100 brands. Our values of innovation, equity, and inclusion drive our mission to create a better tomorrow. We offer a collaborative work environment, opportunities for growth and development, and a commitment to advancing equity and supporting communities.

Why Apply?

This role offers the opportunity to work on cutting-edge technologies, collaborate with global business teams, and contribute to the digital transformation journey of a Fortune 500 company. As a Sr. ServiceNow Analyst, you will have the chance to shape scalable solutions, analyze processes, and design workflows to drive automation, efficiency, and user experience improvements.

What We Offer

We offer a competitive compensation package, comprehensive benefits, and a rewarding career path. Our organization values diversity, equity, and inclusion, and we strive to create a workplace that is welcoming and supportive of all employees. If you are passionate about technology, committed to excellence, and eager to make a difference, we encourage you to explore this opportunity further.