JOB DESCRIPTION:

MAIN PURPOSE OF THE ROLE:

The Service Now Manager role serves as a strategic liaison between the IT Service Now platform and multiple business units. This role is accountable for evaluating, influencing, and governing IT processes and Service Now platform capabilities to enable consistent, predictable, and high‑quality service delivery.

This individual leads the definition, design, and continuous improvement of IT service management processes, ensuring that Service Now configurations, foundational data, integrations, and performance metrics align with organizational strategy, service maturity roadmaps, and global information management objectives.

A strong focus on End User Experience is essential, driving IT interactions toward a customer‑centric, next‑generation digital experience through optimized workflows, automation, self‑service, and analytics.

MAIN RESPONSIBILITIESService Now & Process Leadership

• Act as the senior business analyst for Service Now‑enabled capabilities across multiple modules including IT Service Management (ITSM), Customer Service Management (CSM), Governance, Risk, & Compliance (GRC), Hardware Asset Management (HAM), IT Operations management (ITOM), and Strategic Portfolio Management (SPM).

• Ensure process, tool configuration, data model, and KPIs work together to drive service maturity, stability, and user satisfaction.

• Mentor, coach, and develop junior Business Analyst resources, providing guidance on analysis techniques, documentation standards, stakeholder engagement, and professional growth.

Business Partnership & Strategy Alignment

• Partner closely with business unit leaders, service owners, and IT leadership to understand business objectives, regulatory requirements, and operational challenges.

• Work with business contacts to define and prioritize demand, initiatives, and enhancement backlogs.

• Proactively identify strategic opportunities to apply new or existing Service Now capabilities to improve service quality, automation, cost efficiency, and user experience.

• Ensure cohesiveness between business strategies and Service Now platform direction, roadmaps, and investment priorities.

Requirements & Solution Design

• Lead requirements workshops, translating business needs into clear, concise functional and technical requirements suitable for Service Now configuration and development.

• Perform business process analysis, mapping current state to future state, identifying gaps, risks, data dependencies, controls, and integration needs.

• Produce high‑quality artifacts including:

• Business requirements documents

• Functional specifications

• Process flows and service blueprints

• User stories and acceptance criteria

Service Now Configuration & Delivery Support

• Collaborate with Service Now developers, architects, and delivery teams to ensure solutions meet requirements and follow platform best practices.

• Support or perform configuration, testing (UAT), validation, and implementation activities for Service Now solutions.

• Ensure delivery teams fully understand customer needs, business drivers, and desired outcomes.

Operations, Optimization & Continuous Improvement

• Provide ongoing support for production Service Now applications, resolving business and technical issues in collaboration with support teams.

• Analyze trends, metrics, and user feedback to identify continuous improvement opportunities.

• Maintain awareness of Service Now releases, industry trends, and emerging technologies to advise leadership on innovation opportunities.

QUALIFICATIONSEducation

• Bachelor’s Degree in Computer Science, Information Systems, Business Administration, or a related field or equivalent combination of education and experience

Experience / Background

• Minimum 7+ years of IT Business Analysis experience in a large or mid‑sized enterprise environment

• 3+ years of hands‑on Service Now experience, preferably across multiple modules

• Strong knowledge of ITIL practices and IT service management processes

• Proven experience with:

• Business process modeling and optimization

• Service Now requirements, configuration, and testing

• Global or multi‑regional service organizations

• Experience in regulated environments (e.g., healthcare, GxP) preferred

• Strong project, stakeholder, and vendor management skills

Technical & Professional Skills

• Deep understanding of Service Now platform architecture, data model, and configuration best practices

• Ability to translate complex business needs into practical, scalable Service Now solutions

• Strong analytical, documentation, and facilitation skills

• Excellent communication and influence skills across technical and non‑technical audiences

• Customer‑centric mindset with strong focus on End User Experience

Certifications (Preferred)

• Service Now Certified System Administrator (CSA)

• Service Now Certified Implementation Specialist (ITSM or related)

• ITIL Foundation or higher

The base pay for this position is

N/A

In specific locations, the pay range may vary from the range posted.

JOB FAMILY:

IT Services & Solutions Delivery:

DIVISION:

BTS Business Technology Services:

LOCATION:

Philippines > Taguig City : Five/Neo Building

ADDITIONAL LOCATIONS:

WORK SHIFT:

Standard

TRAVEL:

Not specified

MEDICAL SURVEILLANCE:

Not Applicable

SIGNIFICANT WORK ACTIVITIES:

Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)