ServiceNow Functional Consultant/Business Analyst (Makati) | Hybrid

About the position

About the job: ServiceNow Functional Consultant/Business Analyst (Makati) | Hybrid Work Schedule: Morning Shift Work Setup: Hybrid (1-2 days onsite per week) | Makati Eligibility: Open to local and expat candidates currently residing in the Philippines Responsibilities: Requirements Gathering and Analysis : Collaborate with ADNOC's business and IT stakeholders to elicit, document, and analyze functional and non-functional requirements for ServiceNow modules, translating them into effective configurations and workflows. Process Design and Optimization : Assess and optimize business processes (e.g., incident management, service requests, employee onboarding, risk assessments) to leverage ServiceNow's out-of-the-box (OOB) capabilities, improving efficiency and user experience. Solution Configuration : Configure ServiceNow modules (ITxM, CSM, HRSD, IRM, SecOps, SPM) to meet business needs, including workflows, forms, reports, and self-service portals, with minimal customization. Operational Support : Support daily managed services operations, including incident resolution, service request fulfillment, and change management, ensuring adherence to SLAs (e.g., 4-hour incident resolution, 99.9% uptime). Enhancement Delivery : Design and implement enhancements to ServiceNow functionalities, such as new workflows, dashboards, or knowledge articles, to address evolving business requirements. Requirements: Bachelor's degree in business administration, computer science, information technology, or a related field (or equivalent experience). 3+ years of experience as a functional consultant or business analyst in ServiceNow implementations or managed services, with hands-on experience in ITxM, CSM, HRSD, IRM, SecOps, or SPM modules. Proven experience in gathering requirements, designing processes, and configuring ServiceNow solutions in enterprise environments. Familiarity with operational support tasks, such as incident resolution, service request fulfillment, and knowledge base maintenance. Experience with integrations involving enterprise systems (e.g., SAP, Active Directory, or similar platforms). Knowledge of regulatory compliance requirements (e.g., GDPR, AML) in IT service delivery. Certifications: ServiceNow Certified System Administrator (mandatory).

Place of work