Administrator - Process Consulting, ServiceNow
Mexico
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Job Description
Administrator - Process Consulting, ServiceNow
Guadalajara, Jalisco

Job Summary

We are seeking a skilled and detail-oriented ServiceNow Business Analyst to act as the bridge between business stakeholders and technical teams for ServiceNow platform initiatives. The ideal candidate will be responsible for gathering and analyzing business requirements, translating them into functional specifications, supporting solution design, and ensuring successful delivery of ServiceNow enhancements and implementations. This role requires strong knowledge of IT Service Management (ITSM) processes, ServiceNow platform capabilities, stakeholder engagem

Key Responsibilities

Business Analysis & Requirements Gathering Engage with business users, process owners, and technical teams to understand current-state processes, pain points, and business objectives. Conduct workshops, interviews, and discovery sessions to elicit functional and non-functional requirements. Document requirements in the form of: Business Requirement Documents (BRDs) Functional Requirement Specifications (FRS) User stories Process flows Use cases Acceptance criteria Analyze existing workflows and identify opportunities for automation and optimization using ServiceNow capabilities. ServiceNow Solution Support Partner with ServiceNow developers, architects, administrators, and product owners to translate business needs into feasible platform solutions. Support design discussions for modules such as: ITSM ITOM ITAM HRSD CSM SecOps GRC/IRM CMDB Service Portal / Employee Center Ensure proposed solutions align with business goals, platform best practices, and governance standards. Assist in backlog prioritization and release planning. Process Improvement Evaluate current business processes and recommend future-state improvements. Identify standardization opportunities across workflows, catalog items, approvals, incident/problem/change processes, and reporting. Drive process simplification and help reduce manual effort through ServiceNow automation. Testing & Validation Define test scenarios and support creation of test cases based on agreed requirements. Coordinate and support User Acceptance Testing (UAT). Validate delivered solutions against business requirements and acceptance criteria. Track defects, gaps, and remediation actions. Stakeholder Management & Communication Serve as the liaison between business stakeholders and ServiceNow technical teams. Provide regular updates on requirements, scope, risks, and delivery progress. Facilitate requirement sign-off and alignment across impacted teams. Support change management, knowledge transfer, and end-user communication. Documentation & Reporting Maintain accurate documentation for requirements, workflows, decisions, and configurations. Develop dashboards, reports, and status summaries for leadership and project teams. Ensure traceability from business requirement to delivered solution. Project / Agile Delivery Support Participate in Agile ceremonies such as backlog grooming, sprint planning, daily stand-ups, sprint reviews, and retrospectives. Assist Product Owners / Project Managers in scope definition, prioritization, and delivery tracking. Support release readiness and post-implementation reviews.

Skill Requirements

Bachelor’s degree in Information Technology, Business Administration, Computer Science, or related field. 3–7+ years of experience as a Business Analyst, with at least 2+ years working on ServiceNow initiatives. Strong understanding of business analysis practices, requirement lifecycle management, and process mapping. Experience working with ServiceNow platform modules, especially ITSM. Ability to translate business needs into clear, structured requirements for technical teams. Strong analytical, problem-solving, and communication skills. Experience with Agile, Scrum, or iterative delivery models. Proficiency in tools such as: ServiceNow JIRA / Azure DevOps / similar backlog tools Visio / Lucidchart / draw.io Excel / PowerPoint / Word 

Other Requirements

Preferred Qualifications ServiceNow exposure in one or more advanced areas such as: ITOM HRSD CSM SecOps Service Catalog CMDB Knowledge Management Employee Center / Portal Experience supporting enterprise workflow transformation programs. Familiarity with integration requirements, APIs, data mapping, and third-party system dependencies. Understanding of ITIL concepts and service management frameworks. Experience in regulated or large enterprise environments. Preferred Certifications ServiceNow Certified System Administrator (CSA) – preferred ServiceNow Certified Implementation Specialist (CIS) – nice to have ITIL Foundation Certification CBAP / CCBA / ECBA or equivalent BA certification – nice to have Agile / Scrum certification – desirab
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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 226,300 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending December 2025 totaled $14.5 billion.
23 Benefits At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to: https://rmkcdn.successfactors.com/147eb21f/a701dca9-f32d-4fc9-9447-6.svg Industry-benchmarked compensation https://rmkcdn.successfactors.com/147eb21f/b0c54381-ddcc-4a33-9b35-9.svg Best-in-class healthcare benefits https://rmkcdn.successfactors.com/147eb21f/b73027be-7aae-4d36-a090-4.svg Personal time off https://rmkcdn.successfactors.com/147eb21f/d5b4fdfd-2e99-4e26-9878-9.svg Maternity and paternity benefits https://rmkcdn.successfactors.com/147eb21f/3d42b0fc-4652-435a-9ece-c.svg Access to skills / higher education programs/resources https://rmkcdn.successfactors.com/147eb21f/aeddeaf2-9e25-4584-ad11-d.svg Discounts on products and services via Benefit Box https://rmkcdn.successfactors.com/147eb21f/a9609a3b-2700-4b3c-9d90-a.svg Participate in CSR programs and live life with a purpose https://rmkcdn.successfactors.com/147eb21f/c6e33851-710f-4634-bd69-f.svg Opportunities to grow and advance your career Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.