ServiceNow / Workflow Automation SME

Summary
We are seeking a highly skilled ServiceNow and Workflow Automation Subject Matter Expert to lead the design, optimization, and governance of our enterprise automation landscape. In this pivotal role, you will drive operational excellence by architecting robust workflow solutions, ensuring strict adherence to compliance frameworks like SOX, and managing the end-to-end lifecycle of identity and access management processes. This position is critical for bridging technical execution with business strategy, ensuring seamless service delivery, and facilitating successful operational transitions while maintaining the highest standards of documentation and testing integrity.

Responsibilities

• Design, configure, and validate complex ServiceNow workflows and integrations to support diverse business functions.
  
• Develop and maintain comprehensive test strategies, generating detailed evidence to verify system functionality and stability.
  
• Create and curate high-quality knowledge articles and documentation to support internal teams and end-users.
  
• Manage the full spectrum of exception and escalation scenarios, ensuring timely resolution and minimal business disruption.
  
• Enforce SOX compliance controls within automated processes to mitigate risk and ensure audit readiness.
  
• Lead operational transition activities, ensuring smooth knowledge transfer and process handover between teams.
  
• Orchestrate identity provisioning workflows and manage access request approval lifecycles to maintain security and efficiency.
  

Requirements

Requirements:

• Proven expertise in ServiceNow workflow configuration, integration patterns, and platform capabilities.
  
• Strong background in software testing methodologies, including the creation of test plans and test evidence.
  
• Exceptional technical writing skills with a track record of producing clear documentation and knowledge bases.
  
• Demonstrated experience in handling operational escalations and resolving complex exceptions.
  
• Solid understanding of SOX controls and their application within IT service management environments.
  
• Experience leading or participating in operational transition and change management initiatives.
  
• Proficiency in managing access request workflows, approval hierarchies, and identity provisioning orchestration.