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About FocusNow
We are 100% focused on end-to-end ServiceNow services: consulting, implementation, application development, enhancement, training, upgrades, and support.
Role Description
We are looking for an experienced ServiceNow ITSM Business Analyst/Consultant to support the design, optimization, and consolidation of IT Service Management processes within the ServiceNow platform. This is mainly a remote freelance opportunity for professionals based in the EU who can operate independently while collaborating closely with cross-functional stakeholders.
A key focus of this role will be driving the merger of two existing ITSM implementations into a unified, scalable ServiceNow environment. You will bridge the gap between business and technical teams - translating requirements into harmonized processes and configurations, while ensuring alignment across ITSM, ITOM, and CMDB structures.
Key Responsibilities
- Lead requirements gathering workshops and stakeholder interviews
- Drive the consolidation and harmonization of two existing ITSM implementations
- Translate business needs into functional specifications and solution designs within ServiceNow
- Configure and optimize ITSM modules (Incident, Problem, Change, Request, Service Catalog)
- Support ITOM processes and ensure alignment with infrastructure monitoring and event management
- Design, manage, and maintain CMDB structure, governance, and data quality standards
- Collaborate with technical teams on integrations, workflows, and automation
- Support testing activities, UAT coordination, and documentation
- Contribute to continuous service improvement initiatives
Must-Have Qualifications
- Minimum 3 years of hands-on ITSM experience within ServiceNow
- Strong understanding of ITSM processes (Incident, Problem, Change, Request Management)
- Solid knowledge of ITOM modules and integrations
- Proven experience working with CMDB design, data modeling, and governance
- Experience gathering and documenting business and functional requirements
- Strong stakeholder management and communication skills
- Experience in system consolidation, migration, or ITSM transformation projects is highly desirable
- Ability to work independently in a remote, freelance environment
- EU residency (mandatory)
- Work arrangement: this is primarily a remote position, however, occasional business travel within the EU/UK may be required during key project phases
- Fluency in English
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