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ServiceNow Implementation Analyst

ICONMA

Role overview

Qualifications

  • Minimum 2+ years of ServiceNow administration or implementation support experience
  • Experience in User Acceptance Testing (UAT)
  • Experience developing user guides and job aids
  • Ability to communicate technical processes to non-technical audiences

Responsibilities

  • Support system rollout from planning through go-live
  • Lead user acceptance testing and coordinate with stakeholders
  • Develop and deliver end user and administrator training materials
  • Maintain project documentation and assist with implementation operations

Key facts

Hard skills

Other skills

  • Training And Development
  • Knowledge Transfer
  • Communication
  • Detail Oriented
  • Team Management
  • Problem Solving

About the company

ICONMA logo

ICONMA

Management Consulting

We provide Professional Staffing Services & Project-Based Solutions for a broad range of Fortune 500 organizations. ICONMA is a certified Woman-Owned staffing company and was founded in 2000. ICONMA’s corporate headquarters is in Troy, Michigan, and has 15+ locations worldwide. What makes ICONMA stand out in a fiercely competitive industry? *We provide integrated, full lifecycle services across a broad range of business and technical platforms. *No single company can duplicate our full range of staffing and permanent recruiting services nationwide. *Proven track record of attracting and retaining exceedingly skilled professional workers in a highly competitive market. SERVICES OFFERED Staff Augmentation (Contract, Contract to Hire, Direct Hire, Single Source) Data Analysis Project-Based Services & Solutions Hire Train Deploy Service Model Offshore Staff Augmentation Payroll Services AREAS OF EXPERTISE - Information Technology - Engineering - Business Professional - Accounting/Finance - Admin/Clerical/Call Center - Healthcare/Clinical/Scientific - Marketing/Creative mail linkedin@iconma.com Phone (888) 451-2519 Website http://www.iconma.com

Company details

Company typeLarge
IndustryManagement Consulting
Company size1001 - 5000

Links

Website LinkedIn See all jobs

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Job description

Our client, a Retail Pharmacy company, is looking for a ServiceNow Implementation Analyst for their Remote location.
 
Responsibilities:
  • Support our system rollout from planning through go-live.
  • The role will lead and coordinate user acceptance testing, including building and executing test scripts and tracking defects to resolution.
  • They'll also develop and deliver end user and administrator training materials, and support the overall administrative and operational tasks tied to implementation, like documentation, coordinating with stakeholders, and tracking project milestones.
  • Ideal candidates have hands-on ServiceNow configuration or admin experience, strong attention to detail for testing, and solid communication skills for training delivery.
  • The ServiceNow Implementation Contractor will support a large-scale ServiceNow rollout from planning through go-live and hypercare.
  • This role combines User Acceptance Testing (UAT), training development and delivery, implementation coordination, documentation management, and basic ServiceNow administration functions.
  • Candidates should possess strong communication skills, excellent attention to detail, and prior experience supporting enterprise system implementations.
  • User Acceptance Testing (UAT):
  • Develop UAT plans, test scenarios, and detailed test scripts aligned to business requirements
  • Coordinate and facilitate UAT sessions with business users and stakeholders
  • Execute test scripts, log defects, and track issues through resolution and retest
  • Report on UAT progress, pass/fail rates, and readiness for go-live
  • Training and Enablement:
  • Create end-user guides, quick reference sheets, and administrator documentation
  • Develop training materials and job aids tailored to different user groups
  • Deliver live or virtual training sessions and support knowledge transfer
  • Gather feedback and update training content as the platform evolves
  • Implementation Operations and Administration:
  • Support day-to-day implementation activities, including task tracking, status updates, and milestone management
  • Maintain project documentation such as requirements, test results, decision logs, and release notes
  • Coordinate between developers, process owners, and business stakeholders to keep work moving
  • Assist with change management activities, communications, and go-live readiness checklists
  • Provide hypercare support during and after launch, triaging user questions and issues
  • ServiceNow Platform Support:
  • Perform basic configuration and administrative tasks as needed (e.g., user and group setup, form and workflow validation, catalog or ticket testing)
  • Validate that configurations, integrations, and workflows work as designed in non-production and production environments
  • Escalate technical issues to the development team with clear reproduction steps
 
Requirements:
  • HR Ops preferred
  • High School Diploma or GED required
  • ServiceNow Administration / Configuration Experience:
  • Minimum 2+ years of ServiceNow administration or implementation support experience
  • User and group management experience
  • Form validation experience
  • Workflow testing experience
  • Service catalog management and testing experience
  • Experience supporting system implementations from testing through production deployment
  • User Acceptance Testing (UAT):
  • End-to-end UAT lifecycle experience
  • Experience creating and executing test scripts
  • Defect tracking and issue management experience
  • Retesting and validation of resolved defects
  • Experience coordinating testing activities with business stakeholders
  • Training & Change Enablement:
  • Experience developing user guides and job aids
  • Knowledge transfer and end-user support experience
  • Experience delivering virtual and/or instructor-led training
  • Ability to communicate technical processes to non-technical audiences
  • Experience supporting adoption and go-live readiness activities
  • HR Operations or HR Systems experience
  • Healthcare industry experience
  • ServiceNow implementation project experience
  • Go-live and hypercare support experience
  • Experience working with cross-functional business and technical teams
  • This role is heavily focused on implementation execution, testing, training, and go-live support rather than long-term ServiceNow platform administration.
 
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MR

Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
linkedin.com/in/marcusrivera
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