Job Description

Position: Technical Design Process Analyst (Remote, Contract-to-Hire)

We are seeking an experienced Technical Design Process Analyst with strong ServiceNow expertise to join our team in a full remote, contract-to-hire capacity . The ideal candidate will combine hands-on ServiceNow technical skills with process design, workflow optimization, and business analysis experience. This role is highly collaborative, requiring close interaction with business units, IT teams, and vendors to design, implement, and optimize enterprise service management (ESM) solutions.

Required Qualifications

• 46 years of ServiceNow experience, including ITSM and CMDB.
• ITIL v3 or ITIL 4 Foundation certification.
• Strong background in workflow automation, system integration, and dashboard/report configuration.
• Hands-on experience in system configuration validation, performance testing, and troubleshooting.
• Proven ability to translate requirements into platform components, workflows, and UI designs.
• Excellent communication skills, capable of engaging with technical and non-technical stakeholders.

Preferred Qualifications

• ServiceNow modules: CSM, TNI, TSOM, SPM, CSDM.
• Cherwell Service Management experience.
• ITIL Intermediate Certifications.
• Scrum or Agile certification.
• Six Sigma certification.
• Telecom/OSS knowledge: order management, provisioning, service assurance, billing, invoicing.
• Experience with Tableau or Power BI for enterprise reporting and data analysis.

Key Responsibilities

Technical Processes (50%)

• Configure, implement, and test ESM programs and workflows.
• Build dashboards, reports, and automation to support system lifecycle.
• Design and support integrations between ServiceNow/ESM platforms and third-party systems.
• Provide technical validation, configuration, and performance monitoring.
• Troubleshoot, debug, and upgrade solutions for performance, usability, and reliability.

Process & Workflow Design (25%)

• Define, document, and optimize system specifications, requirements, and deliverables.
• Re-engineer inefficient business processes to align with strategic objectives.
• Apply ITIL, Agile/SAFe, and Lean methodologies to design sustainable workflows.

Solution Design (25%)

• Develop solution specifications and oversee product enhancements.
• Lead workflow design sessions and translate business needs into ESM workflows and UIs.
• Collaborate with stakeholders to refine requirements, create service specifications, and ensure successful project delivery.

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