What are the responsibilities and job description for the ServiceNow Functional Architect position at Ness Digital Engineering?
Job Description: ServiceNow Functional Architect
Location: Remote / Hybrid
Type: Full-Time
Experience: 4–7 Years (ServiceNow Functional/Technical Delivery)
About the Role
We are hiring a skilled ServiceNow Functional Architect to lead configurations, workflow implementations, requirement gathering, UAT support, and end-user enablement across our ServiceNow modules. You will work closely with business stakeholders and our Platform Architect to deliver quality solutions across ITSM, ITOM, ITAM, CMDB, CSM, SecOps, PA, and HRSD (Employee Relations and Case Management).
Key Responsibilities
- 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.
Required Skills & Experience
- 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).