Service Now Product / Business Analyst

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 QUALIFICATIONS & EXPERIENCE REQUIRED:*

• 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.

PREFERRED CANDIDATES HAVE:

• 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

KEY RESPONSIBILITIES:

• 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

GENERAL CHARACTERISTICS REQUIRED:

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