ITSM Business Analyst

SGS_JOB_2747

Information Technology
 Florida
ServiceNow Portal
Custom App

Contract - 12 Months

Location : Orlando, FL (Remote) The ServiceNow IT Service Management Business Analyst is responsible for analyzing business requirements and partnering with LM teams to onboard them to ServiceNow IT Service Management (ITSM) solutions. This role requires a strong understanding of ITSM processes, business operations, and technical capabilities to ensure that the ServiceNow platform meets the needs of the organization

Job Responsibilities:

  • Gather and document business requirements from stakeholders for ITSM process improvements and ServiceNow configuration
  • Establish and lead Stakeholder forums / CoP for each of the major areas of the ITSM community such as Service Desk, NOC, Admins, Application teams, etc
  • Analyze business needs and identify opportunities for process improvements and automation
  • Collaborate with stakeholders to design and implement ITSM processes and procedures
  • Develop and maintain business requirements documents, use cases, and user stories for ServiceNow configuration and customization
  • Partner with the ITSM Process Owner and Technical Lead to Develop and maintain a roadmap for adoption of new ITSM features in keeping with stakeholder / user requirements
  • Partner with ITSM Process Owner to develop and deliver training materials and user documentation for ServiceNow ITSM modules
  • Provide support and guidance to end-users on ITSM processes and ServiceNow functionality
  • Partner with ITSM Process Owner to develop metrics and reports to measure the effectiveness of ITSM processes and ServiceNow configuration
  • Standard Job Description : (system generated) based on level and role
  • Participates with customers to formulate and implement enterprise-wide business, organization and information technology strategies. Work with customers to help conceptualize means to apply information technology as a strategic asset. Involved in the process of designing and delivering integrated business and information solutions to support the enterprise's accomplishment of business goals.

Skills:

  • ServiceNow IT service management
  • ITIL
  • ITSM

Education/Experience:

  • High School.

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