Who we are: Unisys is a global information technology company that builds high-performance, security-centric solutions for the most digitally demanding businesses and governments on Earth. Unisys’ offerings include security software and services; digital transformation and workplace services; industry applications and services; and innovative software operating environments for high-intensity enterprise computing. Unisys builds better outcomes securely for its clients across the Government, Financial Services and Commercial markets. For more information, visit www.unisys.com. Our Vision: Enhancing people’s lives through secure, reliable advanced technology. Our Core Beliefs:
Curiosity: We embrace the unknown and continuous learning.
Creativity: We look past routine ways of doing things.
Client-Centricity: Our clients’ success is our success.
Integrity: We act ethically and honestly.
Role Mission Responsible for the functional management and service modeling activities within ServiceNow, ensuring that Service Management requirements are properly translated, documented, and prepared for implementation within the platform. This role serves as the bridge between business requirements and technical implementation teams, ensuring that service structures, catalogs, approval workflows, and operating models are accurately represented within ServiceNow.
Manage ServiceNow-related requests and enhancements.
Perform functional analysis of Service Management requirements.
Ensure requirements are documented and translated into implementation-ready specifications.
Support continuous improvement initiatives within the platform.
Requirements Analysis
Analyze requirements for new capabilities.
Review requests for service improvements.
Assess impact to existing service structures and operating models.
Prepare business requirements for implementation teams.
SLA and KPI Design
Define new Service Level Agreements (SLAs).
Design and maintain Key Performance Indicators (KPIs).
Ensure ServiceNow service models support reporting and governance requirements.
Support measurement and performance management capabilities.
Workflow Governance Manage and support workflow design and approvals for:
Change Management
Problem Management
Request Management
Service Request Fulfilment
Ensure workflows remain aligned with Service Management standards and operational requirements.
Service Model Design Develop and maintain:
Service Offerings
Service Catalog Structures
Resolver Groups
Approval Groups
Support Models
Support the operational design of new and existing services within ServiceNow.
Implementation Support
Complete implementation workbooks for new services and capabilities.
Coordinate with technical teams responsible for platform configuration.
Provide guidance on functional requirements.
Validate configurations against business requirements.
Governance and Continuous Improvement
Participate in governance activities related to service modeling.
Identify opportunities for process optimization.
Ensure solutions align with Service Management best practices.
Support ongoing service model maturity initiatives.
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You will be successful in this role if you have: Any degree and 4-6 years’ relevant experience OR equivalent combination of education and experience
ServiceNow Strong functional knowledge of:
ServiceNow Platform
Service Catalog
Service Offerings
Workflow Management
Approval Processes
Resolver Group Structures
Service Model Design
Service Management
Strong IT Service Management knowledge
Strong ITIL knowledge
Understanding of Service Catalog Management
Understanding of Service Offerings
Understanding of CMDB concepts
Understanding of ITSM operational processes
Business Analysis and Documentation
Ability to gather and document requirements.
Translate business needs into functional specifications.
Build implementation-ready documentation.
Work effectively with both business and technical teams.
Important Clarification This role does not require deep technical development expertise in ServiceNow and is not expected to perform complex platform configuration or development activities directly. The primary responsibility is to:
Analyze
Model
Document
Govern
Coordinate implementation
For complex technical configurations, this role works alongside specialist ServiceNow engineering teams.
Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, blood type, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.
Local employment practices and rights may vary by jurisdiction and are subject to applicable local laws. This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers.
If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at GlobalRecruiting@unisys.com. US job seekers can find more information about Unisys’ EEO commitment here.
