Responsibilities
- Analyze client needs and strategic goals to align solutions with business outcomes
- Evaluate existing workflows, tools, and operational frameworks of clients
- Support process governance by designing and rolling out improvements using Service Management principles
- Demonstrate in-depth understanding of ServiceNow functionalities and communicate them clearly
- Configure, implement, and enhance ServiceNow platforms to meet client requirements
- Design and manage integrations between ServiceNow and external systems such as LDAP, ERP, databases, and inventory tools
- Conduct user acceptance testing and transfer knowledge to client teams
- Develop performance reports and key metrics for process monitoring
- Guide clients in assuming ownership of deployed solutions
- Be available for travel as required by project needs
Requirements
- Minimum of five years of professional experience in IT or customer-facing consulting roles
- Hands-on involvement in onboarding projects related to business and IT service management processes
- Fluent in spoken and written English
- Bachelor’s or Master’s degree in IT, Business, or equivalent practical experience
- Strong analytical abilities to distill complex information into key insights, identify critical data for functional requirements, differentiate essential from non-essential details, investigate gaps, and summarize trends for client understanding while maintaining technical accuracy
- Excellent interpersonal capabilities including leadership, communication, negotiation, attention to detail, prioritization, decision-making, and problem-solving
- Proven ability to deliver under tight deadlines and high-pressure environments
- Outstanding presentation skills and experience in negotiating with clients
- Willingness to travel and facilitate on-site workshops with clients
- Adaptability to evolving client demands and project scopes
- Familiarity with ITIL/ITSM best practices
- Direct experience in ITSM and business process design or optimization
- Comprehensive understanding of information technology, system architectures, and multi-tier applications
- Knowledge of relational database concepts and structures
- Experience with Agile, Scrum, or SAFe methodologies
Nice to Have
- Demonstrated background in managing program and project portfolios, risk assessments, and audit processes
- Track record of converting business process needs into technical configurations across platforms such as ServiceNow, Salesforce, SAP, or HR systems like Workday and SuccessFactors
- Familiarity with capturing functional requirements for ServiceNow modules including Hardware Asset Management, Software Asset Management, HR Service Delivery, Integrated Risk Management, Service Portfolio Management, and Customer Service Management
- Understanding of CMDB, configuration management, and associated governance practices
- Basic proficiency in JavaScript or similar scripting languages
- Prior work with system integrations across platforms
- Holding ITIL 4 or ITIL v3 certification
- Experience with IT service management tools such as ServiceNow, HP/Micro Focus Service Manager, BMC Remedy, CA Service Desk, or comparable systems
Benefits
- Competitive compensation package
- 24 days of paid vacation annually
- Flexible work hours and remote options
- Supplementary health insurance coverage
- Access to professional training and certification programs
- Positive, collaborative work culture
Compensation
Competitive
Work Arrangement
Remote — Sofia
Team
Collaborative and dynamic
Other
- Fluent English (Verbal and Written)
- Possibility to travel
- Willingness to travel and lead onsite customer workshops
Not specified
