ServiceNow Business Analyst
Há 6 dias
The primary accountability is ensuring accordance of the Service management and request management process with ServiceNow platform development strategy and ensuring Catalog homogeneity. Reporting Line: You report to the ITSM Manager.
This role requires strong analytical and problem-solving skills, as well as excellent communication skills (both written and verbal) with strong presentation and facilitation skills at all levels in the organization. The ideal candidate will have a good understanding of ITIL v3 or v4, and experience working with Agile/Scrum methodologies and tools.
Key Responsibilities:
• Partner with the ServiceNow team to determine the best technical solution to address the requirements that you gather.
• Understand business needs, analyze, and define priorities in business and technical context and create functional and technical specifications.
• Maintain comprehensive documentation for configured processes.
• Assist with the development, and delivery of end-user training.
• Provide support and guidance to end-users during the implementation and post-implementation phases.
• Communicate with stakeholders and update on request status and timelines.
• Take full responsibility for assigned items, ensuring functional standardization.
• Partner with team members to develop project schedules, reports, and documentation. Assists with platform upgrade efforts, including testing.
• Define and implement a continuous improvement life cycle to ensure that catalog items are reviewed and optimized.
• Analyze and evaluate existing business processes and systems to identify areas for improvement.
• Stay updated with industry trends and best practices to continually enhance business analysis processes,
• Create and maintain issue logs, schedule meetings, and take meeting minutes (when needed).
• Act as a team player, contributing to team evolution by enhancing processes, fostering innovation, and maintaining a proactive attitude to elevate service quality and drive engineering excellence.
• Facilitate knowledge transfer within and outside your team through presentations, coaching sessions, or other sharing practices.
Required Skills & Qualifications:
• 2+ years experience in a Business Analyst role supporting ServiceNow or similar platforms
• Strong understanding of ServiceNow platform capabilities, modules, and functionalities
• Knowledge of ITSM processes, including Request Management, Change Management, Configuration Management, Incident Management, and Problem Management
• Fluent written and oral English
• Solid analytical and problem-solving skills
• Familiarity with Agile/Scrum methodologies and tools
• Excellent communication skills (both written and verbal) with strong presentation and facilitation skills at all levels in the organization.
Estimated Salary: $80,000 - $110,000 per year, depending on qualifications and experience.
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