ServiceNow ITSM Business Analyst

ServiceNow Business Analyst – JD

Work Mode

Hybrid (combination of remote and on-site work)

Skills

• Requirements gathering, Functional Requirements, documenting user stories, Acceptance criteria, Defect/Bug Tracking and Reporting, SDLC, Agile/Scrum, API.
• Specialized in Now Intelligence applications like Virtual Agent, Predictive Intelligence and Performance Analytics for Business Analyst and Functional consultant role
• UI Policies, Data Policy, Business Rules, Client Scripts, Assignment Rules, ACLs, Service Catalogs.
• Update sets, Reports, Tables and Forms, Import set, Workflow, UI Action.
• Functional Testing, End to End Testing, Integration Testing, User Acceptance Testing

Principal Responsibilities

• Develop a clearly defined vision demonstrating your understanding of the client's desired business needs and end state. Analyze business processes and how those business processes can impact the end user experience.
• Conceptualize and visualize end-user experiences that delight the customer as a key priority. Communicate the value gained through the improvements in functionality, design, and/or operations enhanced or developed in ServiceNow. Are curious and self-motivated and are always looking to dive deep into new ServiceNow capabilities and meaningfully apply them.
• Develop client relationships easily as your people skills are on point.
• The Business Analyst is responsible for the review, analyze, and evaluate processes, systems, and user needs for planned projects based on the business plan of the enterprise.
• The Business Analyst is involved in the development of business cases, facilitation of analysis workshops, the selection of the most effective solution and the definition and management of User Acceptance Testing (UAT) to ensure enterprise operational and IT deliverables meet the requirements of the enterprise.
• Partnering with business users to gather all requirements to formulate business specifications and translating those into business functionality.
• Documenting workflows and results of business analysis and obtaining sign-off from users on specifications.
• Assisting the technical team in translating application functionality into application architecture and the production of a business functionality requirements statement.
• Works with IT application analysts and programmers as necessary.
• Performs analysis of department production and redesigns workflow if appropriate
• Develops, edits and maintains operating procedures and standards manuals.
• The Business Analyst assists the IT staff in understanding the enterprise's operational needs for both automated and manual solutions to business systems and procedures.
• The incumbent is involved in planning, organizing and conducting detailed management analytical studies to define problems, identify deficiencies and improve solutions which impact the enterprise's effectiveness, and provide the basis for management decision.
• Communicating the business directives, goals, and needs to the technical team and serving as business interface from the enterprise's operational management team managing expectations and defining business satisfaction metrics.
• Designing and executing test plans to ensure that business requirements and functional specifications are implemented properly and meet ROI objectives.
• Understanding the long-term business objectives and suggesting strategies to meet those objectives; introducing innovation to business processes through technology if appropriate.
• Assisting the enterprise's business operations staff in developing content or other materials; recommending enhancements and identifying new business requirements
• Applies knowledge of system capacity to determine feasibility of projects.
• Serves as a consultant to the enterprise in work measurement, system studies or cost/effectiveness analysis.
• Provides assistance as required to organizations outside of the enterprise to improve internal procedures that may be advantageous to the enterprise.
• Conducts training sessions to implement new or improved systems and procedures.
• Conducts meetings on all levels of management for purposes of presentations, reviews, approvals of recommendations, etc.
• Performs at or above the enterprise's performance standard and specifically for procedures development and analysis.
• Assumes additional responsibilities as assigned.
• Recognizes and identifies potential areas where existing business services policies and procedures require change, or where new ones need to be developed, and make recommendations in these areas.

Experience

• Minimum 8 years of overall experience in implementing ITIL, ITSM solutions at a functional consultant/BA capacity
• At least 4 years of experience with ServiceNow ITSM, Now Intelligence, Now Platform capabilities at a Business Analyst capacity
• Knowledge of the ITIL v3 service life cycle and ITSM & ServiceNow best practices
• Practical experience with agile methodologies/tools, writing user stories and sprint grooming
• Strong communication skills, both written and verbal, with the ability to describe technical solutions in the terms of the business
• Experience in working with multi-vendor development environment
• Interacts cross functionally on matters that require coordination across organization and collaborates well with other groups, voluntarily shares information
• Experience of working with ServiceNow platform for global customers

Certifications Preferred

Service Now Implementation Specialist, ITIL

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