ServiceNow Technical Consultant (CSM) Contract - #1173105

Key Responsibilities

• Lead requirements gathering and run stakeholder workshops to define As-Is and To-Be processes.
• Write and manage user stories, BRDs, FRDs, acceptance criteria and functional specifications.
• Partner with product owners and developers on backlog prioritisation and sprint planning.
• Lead functional testing and UAT, and support releasereadiness and business adoption.
• Support ServiceNow implementations, upgrades and enhancements across ITSM, CSM and HRSD
• Contribute to Now Assist / GenAI use cases that improve self-service and case deflection.
• Track delivery through JIRA and Confluence, and report on platform performance using Platform Analytics or Power BI

Required Skills

• 4+ years of hands-on business analysis on ServiceNow (CSM, ITSM, HRSD)
• Strong requirements engineering and stakeholder management
• Agile/Scrum delivery experience
• Experience with UAT and functional testing, ideally ATF
• Proficiency in JIRA and Confluence

Preferred Skills

• ServiceNow CSA and a CIS certification (CSM, HRSD or ITSM)
• Exposure to Now Assist, Virtual Agent or other GenAI features
• Experience with Power BI, Workday or CMDB
• Prior Product Owner or Scrum Lead exposure