**Introduction** In this role, you'll work in one of our IBM Consulting Client Innovation Centers (Delivery Centers), where we deliver deep technical and industry expertise to a wide range of public and private sector clients around the world. Our delivery centers offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology. **Your role and responsibilities** Analytical & Problem-Solving Skills Gather, analyze, and document both business and technical requirements using proven elicitation techniques. Create and maintain process maps for current and future state processes using tools like BPMN or Visio to ensure clarity and alignment. Technical & Platform Knowledge Leverage expertise in ServiceNow, including Service Catalog, Workflows, ACL, Service Portal, and CORE tables, to design and optimize solutions. Utilize knowledge of LDAP and Active Directory to ensure proper identity and access management. Automate workflows using ServiceNow Flow Designer, Business Rules, and JavaScript scripting. Understand and implement integration solutions, including APIs, MID servers, and best practices for system connections. Stay informed about ServiceNow platform capabilities, including workflows, forms, tables, and automation tools. Documentation & Communication Write clear, concise user stories and use cases with well-defined acceptance criteria to guide development efforts. Create and maintain detailed functional specifications for developers and testers. Translate complex technical information into business-friendly language and vice versa to ensure alignment between stakeholders. Collaboration & Facilitation Facilitate workshops and interviews with stakeholders to gather insights, validate requirements, and build consensus. Collaborate with Product Owners, Developers, QA teams, and end users to ensure successful project delivery. Resolve conflicts between differing stakeholder priorities and perspectives to maintain project focus and alignment. Tools & Techniques Work within Agile/Scrum environments, ensuring iterative development and continuous improvement. Define and interpret ServiceNow reports and performance analytics to provide actionable insights. Support User Acceptance Testing (UAT) by assisting in planning, execution, and defect resolution. **Required technical and professional expertise** Advanced/Fluent english is required. Proven experience in gathering and documenting business and technical requirements. Proficiency in process mapping and modeling tools like BPMN or Visio. Strong expertise in ServiceNow, including Service Catalog, Workflows, ACL, Service Portal, and CORE tables. Familiarity with LDAP, Active Directory, and JavaScript for workflow automation. Experience with APIs, MID servers, and integration practices. Ability to write user stories, use cases, and functional specifications. Strong communication skills to bridge technical and business needs. Experience facilitating workshops and collaborating with cross-functional teams. Knowledge of Agile methodologies and tools. Advanced scripting knowledge in JavaScript for ServiceNow customizations. Hands-on experience configuring MID servers for complex integrations. Familiarity with additional reporting tools and advanced analytics. Experience leading UAT processes for large-scale implementations. IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.