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Service Now Product / Business Analyst

Sumeru Solutions
New Castle, DE
Expired: over a month ago Applications are no longer accepted.
  • Full-Time
Job Description

Title ITSM Service Now Business Analysis

Location Irving, TX or New Castle, DE (Hybrid)

Skills : ITSM, Strong in ServiceNow, Testing, and Migration

Role Description:

This role will be responsible for ServiceNow ITSM process readiness for an upcoming production migration and post-migration hyper-care.


  • Minimum of 5 years of experience as an ITSM business analyst
  • Minimum of 3 years of experience working with the ServiceNow platform as an ITM business analyst
  • Minimum of 3 years of experience working with as an implementation partner to assist organizations in ServiceNow migrations
  • Understanding of the Incident, Problem, Change, Configuration, Knowledge, and Request Management processes
  • Experience in test plan creation and execution, including automated test scripts
  • Experience implementing systems using the Agile/Scrum methodology, including the user of Jira
  • Experience in the System Development Life Cycle (SDLC) processes including client requirement analysis and system design
  • Experience designing and implementing IT process workflows, procedures, and technical standards
  • Solid understanding of service management as it pertains to IT services
  • Professional working proficiency in English (spoken and written) native or TOFEL C1/C2, IELTS 7.5 or higher certified or equivalent certification.


  • ITIL v3 or v4 foundations certification
  • Scrum Master certification (CSM)
  • 7+ years of experience working with the ServiceNow platform as a business analyst
  • Previously experience working within the ITSM operations of incident, problem, and/or change management processes


  • Learning, with deep expertise, the designed ITSM processes of Incident, Problem, Change, Knowledge, and Request Management and related integrations, service catalog, and service portal.
  • Conducting end-to-end ServiceNow testing of transformed ITSM processes in SIT, UAT, and Production environments
  • Documenting technical testing and end-user UAT testing scenarios including identifying required CMDB data to support testing
  • Creating UAT testing scenarios for automated testing frameworks (ATF)
  • Troubleshooting and triaging failed UAT test scenarios and documenting any defects uncovered
  • Testing of defects/stories in SIT
  • Conducting application and implemented business process demonstrations and trainings to end-users and stakeholders
  • Conducting one-way and two-way live and recorded interactive training sessions for small, medium, and large audiences including preparation of material and voice-overlays
  • Creating procedures and training material for end-users
  • Performing post-migration hyper-care for end-users
  • Oher ITSM business analyst / process needs as identified by management


The successful candidate will need to be a hands-on self-starter, capable of working with others around the world. This includes:

  • Pro-active, can-do approach
  • Customer focus
  • Accuracy and attention to detail
  • Personal commitment/flexibility
  • Excellent interpersonal and communication skills
  • Demonstrable ability to multi-task and prioritize effectively
  • Dynamic, enthusiastic, confident, reliable team member


Sumeru Solutions

New Castle, DE
19726 USA



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