Project Overview

We are launching a strategic ServiceNow OTM (Operational Technology Management) project for an enterprise-level client. Our expert team will lead the end-to-end process – from requirements analysis and concept development to full implementation – ensuring alignment with industry best practices and client-specific goals.

Scope of Responsibilities

1. Pre-Workshop Preparation

• Analyze initial customer documentation and business requirements.
• Design tailored workshop agendas and supporting materials based on the customer’s industry.
• Identify key stakeholders and define workshop objectives.

2. Workshop Facilitation

• Lead discovery workshops with customer stakeholders.
• Capture business processes, current pain points, and desired outcomes.
• Document both functional and non-functional requirements.
• Align business needs with ServiceNow platform capabilities.

3. Concept Development

• Translate workshop findings into a high-level ServiceNow solution concept.
• Define scope including modules, integrations, and customizations.
• Create process maps, user stories, and architecture diagrams.
• Identify risks, dependencies, and technical constraints.

4. Validation and Sign-Off

• Present the solution concept to the customer for validation.
• Refine the approach based on feedback.
• Obtain formal sign-off on the final solution design.

5. Implementation Planning

• Break down the concept into phases or Agile sprints.
• Collaborate with project managers to define timelines and resources.
• Support the development of a detailed implementation roadmap.

6. Co-Development and Configuration

• Work closely with developers and architects to implement the solution.
• Configure ServiceNow modules as per the agreed design.
• Ensure alignment with ServiceNow best practices and governance standards.

7. Quality Assurance

• Review and test all configurations and customizations.
• Support customer during User Acceptance Testing (UAT).
• Maintain thorough and accurate documentation throughout the project.

8. Knowledge Transfer and Support

• Deliver training and knowledge transfer sessions to end-users and admins.
• Support go-live and post-launch stabilization activities.
• Gather feedback for continuous improvement and future enhancements.

Technologies & Skills

Must-Have:

• Minimum 5 years of hands-on experience with ServiceNow implementations
• Proven expertise in ServiceNow OTM (Operational Technology Management)
• Solid understanding of enterprise architecture
• Fluent German language skills

Nice-to-Have:

• English language proficiency
• Experience in international, cross-functional projects
• Familiarity with additional ServiceNow modules