ServiceNow HCLS Engineer – Configuration Management


Role : ServiceNow HCLS

Location : Remote, India

Experience : 10+ years

Job Highlight
• Demonstrated ability to influence and consult in HCLS Service Delivery/Shared Services environments, providing thought leadership in solving business process and technical problems.
• Strong understanding of leading HCLS and customer service best practices, along with expertise in systems and tools such as ServiceNow, EMR systems, Asset Management Systems, Customer Service etc.
• Solid experience in converting business requirements to configuration requirements through the authoring of user stories supporting Agile Development
• Excellent communication skills (both written and verbal) with proficiency in Visio, Word, and PowerPoint for effective presentation and facilitation.
• Experience in providing Knowledge-Centered Service/Support using technologies.
• Expertise in analyzing and recommending Customer Service strategies based on business priorities.

Job Responsibility :
• Act as the process expert, employing ServiceNow HCLS products to support various functions, including Customer Service Management, Asset Management, Provider Services, and Clinical Device Management, while adhering to ServiceNow best practices
• Lead HCLS-specific process definition, re-engineering, improvement, and gap analysis during workshops with key customer sponsors and stakeholders, ensuring alignment with current and future-state processes
• Guide customers in leveraging ServiceNow HCLD capabilities to enhance their processes, leading design workshops focused on ServiceNow HCLS functionality
• Assist customers in completing necessary documentation, such as business requirement workbooks, emphasizing functional aspects of the solution
• Draft functionality-focused user stories, define acceptance criteria, testing strategy, and facilitate knowledge transfer while assisting customers in the review and approval process
• Advocate for customer needs throughout the engagement, supporting internal unit testing in collaboration with Technical Resources
• Drive customer unit and user-acceptance testing requirements at various stages of engagement
• Play a lead role in overall engagement project teams dedicated to delivering successful customer outcomes