gather, analyze and document business and functional requirements in collaboration with stakeholders across ITSM, CSM, CMDB/CSDM, IRM/GRC and HRSD
run workshops to understand current-state processes, pain points, dependencies and future-state needs
translate business requirements into user stories, acceptance criteria, process flows and supporting documentation
support the transformation of processes from legacy tools and practices into the ServiceNow platform
perform OOTB fit-gap analysis and challenge unnecessary customization early
identify opportunities to standardize, simplify, redesign, phase or retire processes
work closely with the Product Owner on backlog refinement and scope clarification
work closely with the Platform Architect to ensure requirements align with the target-state design and platform guardrails and do not introduce unnecessary customi...