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