Ness Digital Engineering

ServiceNow Functional Architect

Ness Digital Engineering

full-time

Posted on:

Location Type: Remote

Location: Remote • New York • 🇺🇸 United States

Visit company website
✨ AI Apply
Apply

Job Level

Mid-LevelSenior

Tech Stack

ITSMServiceNow

About the role

  • Lead configurations, workflow implementations, requirement gathering, UAT support, and end-user enablement across ServiceNow modules.
  • Work closely with business stakeholders and the Platform Architect to deliver quality solutions across ITSM, ITOM, ITAM, CMDB, CSM, SecOps, PA, and HRSD.
  • Deliver hands-on configuration across ITSM, ITOM, CMDB, CSM, ITAM, SecOps, Performance Analytics, and HRSD.
  • Build HRSD Employee Relations (ER) case management workflows, templates, services, and configurations.
  • Participate in requirements workshops and convert stakeholder needs into clear user stories with acceptance criteria.
  • Design functional workflows, automate processes, and configure catalog items, SLAs, notifications, and dashboards.
  • Execute module-level testing and support UAT cycles, triage defects, and manage retesting.
  • Support Workday–ServiceNow integration validation for employee data, HR profiles, and case workflows.
  • Maintain user/group management, weekly onboarding/offboarding updates, and workflow troubleshooting.
  • Build Performance Analytics dashboards, KPIs, indicators, and reporting models.
  • Facilitate stakeholder training, demos, and documentation for new processes.

Requirements

  • 4–7+ years of ServiceNow functional or technical configuration experience.
  • Strong understanding of ITSM, CMDB, ITAM, CSM, ITOM, SecOps, and PA modules.
  • Hands-on experience with HRSD, especially Employee Relations and Case Management.
  • Solid understanding of ITIL processes, CMDB structures, and workflow automation.
  • Ability to write user stories, test scripts, functional specs, and process documentation.
  • Experience supporting end users, troubleshooting issues, and working with compliance/security teams.
  • Strong analytical, communication, and stakeholder engagement skills.
  • Certifications preferred: CSA, CIS (ITSM/ITOM/HRSD), HRSD Implementation Specialist (good to have).

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
ServiceNow configurationITSMITOMITAMCMDBCSMSecOpsPerformance AnalyticsHRSDworkflow automation
Soft skills
analytical skillscommunication skillsstakeholder engagementrequirement gatheringuser story writingtroubleshootingtraining facilitationdocumentation
Certifications
CSACISHRSD Implementation Specialist