ServiceNow Functional Consultant/Business Analyst (Makati) | Hybrid\n\nWork Schedule: Morning Shift\n\nWork Setup: Hybrid (3x onsite per week) | Makati \n\nEligibility: Open to local and expat candidates currently residing in the Philippines\n\nResponsibilities:\n\n* Requirements Gathering and Analysis: Collaborate with ADNOC's business and IT stakeholders to elicit, document, and analyze functional and non-functional requirements for ServiceNow modules, translating them into effective configurations and workflows.\n* Process Design and Optimization: Assess and optimize business processes (e.g., incident management, service requests, employee onboarding, risk assessments) to leverage ServiceNow's out-of-the-box (OOB) capabilities, improving efficiency and user experience.\n* Solution Configuration: Configure ServiceNow modules (ITxM, CSM, HRSD, IRM, SecOps, SPM) to meet business needs, including workflows, forms, reports, and self-service portals, with minimal customization.\n* Operational Support: Support daily managed services operations, including incident resolution, service request fulfillment, and change management, ensuring adherence to SLAs (e.g., 4-hour incident resolution, 99.9% uptime).\n* Enhancement Delivery: Design and implement enhancements to ServiceNow functionalities, such as new workflows, dashboards, or knowledge articles, to address evolving business requirements.\n\n##### Requirements:\n\n* Bachelor's degree in business administration, computer science, information technology, or a related field (or equivalent experience).\n* 3+ years of experience as a functional consultant or business analyst in ServiceNow implementations or managed services, with hands-on experience in ITxM, CSM, HRSD, IRM, SecOps, or SPM modules.\n* Proven experience in gathering requirements, designing processes, and configuring ServiceNow solutions in enterprise environments.\n* Familiarity with operational support tasks, such as incident resolution, service request fulfillment, and knowledge base maintenance.\n* Experience with integrations involving enterprise systems (e.g., SAP, Active Directory, or similar platforms).\n* Knowledge of regulatory compliance requirements (e.g., GDPR, AML) in IT service delivery.\n\n##### Certifications:\n\n* ServiceNow Certified System Administrator (mandatory).