[Remote] ServiceNow Implementation Analyst

Note: The job is a remote job and is open to candidates in USA. ICONMA is recruiting for a confidential retail pharmacy client. The ServiceNow Implementation Analyst will support a large-scale ServiceNow rollout from planning through go-live and hypercare, focusing on user acceptance testing, training, implementation coordination, documentation, and basic platform administration.

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
• 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
• 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
• 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
• 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
• 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

Skills

• Strong attention to detail for testing
• Solid communication skills for training delivery
• Strong communication skills
• Excellent attention to detail
• Prior experience supporting enterprise system implementations
• High School Diploma or GED required
• 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
• 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
• 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
• Healthcare industry experience
• ServiceNow implementation project experience
• Go-live and hypercare support experience
• Experience working with cross-functional business and technical teams
• HR Ops preferred
• HR Operations or HR Systems experience

Benefits

• Health Benefits
• Referral Program
• Excellent growth and advancement opportunities
• Remote work

Company Overview

Company H1B Sponsorship