ServiceNow Process Engineering Specialist, Citi

Citi

Location:
Ireland, Dublin

Category:
IT - Software Development

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

We are seeking a dedicated and skilled ServiceNow Process Engineering Specialist(PES) to join our dynamic IT team. The ideal candidate will play a crucial role in bridging the gap between technical teams and business stakeholders, ensuring the successful implementation and optimization of ServiceNow solutions. The PES will be responsible for refining business requirements, analyzing processes, and supporting the development of ServiceNow solutions that enhance business processes, improve service delivery, and contribute to the overall efficiency of the organization.

Job Responsibility:

Collaborate with business stakeholders to gather, analyze, and document business requirements for ServiceNow implementations and improvements
Translate business needs into functional specifications and user stories
Assist in prioritizing requirements based on business needs and technical feasibility
Work with technical teams to design ServiceNow workflows, configurations, and customizations based on business requirements
Work with Service Now Architects to maintain detailed documentation, including functional specifications, process flows, and system architecture diagrams
Analyze existing business processes and workflows to identify areas for improvement and automation
Assist in designing and implementing best practices for process improvements within the ServiceNow platform
Act as a liaison between business stakeholders and technical teams, ensuring clear communication and alignment throughout the project lifecycle
Provide ongoing support and guidance to business users on ServiceNow capabilities and process changes
Develop test plans, test cases, and execute system testing to ensure solutions meet business requirements
Support user acceptance testing (UAT) by providing necessary documentation and guidance to end-users
Provide training and support to end-users to maximize the use of the ServiceNow platform
Assist in troubleshooting and resolving issues reported by users and stakeholders
Stay up-to-date with the latest ServiceNow features and best practices
Recommend enhancements and new features based on business needs and ServiceNow updates

Requirements:

Bachelor’s degree in Business, Information Technology, or a related field (or equivalent experience)
Relevant and recent experience as a Business Analyst with a focus on IT Service Management (ITSM) solutions, particularly ServiceNow
Proven experience in gathering and documenting business requirements, creating user stories, and collaborating with cross-functional teams
Hands-on experience with ServiceNow modules such as Incident Management, Problem Management, Change Management, Asset Management, Service Catalog, and Knowledge Management
Strong knowledge of ITIL processes and ServiceNow best practices
Excellent communication, analytical, and problem-solving skills
Experience with ServiceNow reporting and dashboard creation
Ability to work effectively in both independent and team environments
Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint)
Strong attention to detail and a proactive approach to problem-solving
Ability to manage multiple priorities in a fast-paced environment
Collaborative and team-oriented, with excellent interpersonal skills
Strong customer service orientation with a focus on improving user experience

Nice to have:

ServiceNow Certified System Administrator (CSA)
ITIL Foundation Certification
ServiceNow Certified Application Developer or Implementation Specialist

What we offer:

Competitive base salary (annually reviewed)
Hybrid working model (up to 2 days working at home per week)
Additional benefits supporting well-being, living well, and saving well

Additional Information:

Job Posted:
April 26, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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ServiceNow Process Engineering Specialist