Business Analyst (Sevice now)

Role & responsibilities

1. Job Description :- Responsible for ensuring strong understanding of and adherence to IT Service Management best practices across EMIT. Work closely with stakeholders to expand the adoption of Incident, Change, Request, and Problem Management and achieve full value from ServiceNow capabilities. ServiceNow is emerging as a key IT ERP system and will be involved in multiple projects to facilitate GBS and other corporate strategies

2.Job Responsibilities :

• Define, maintain, and communicate IT Service Management (ITSM) policies and guardrails
• Develop implementation strategy and design requirements to enable new functionality in ServiceNow.
• Review or create user stories with ServiceNow development teams for enhancements.
• Engagement with key stakeholders to ensure ServiceNow is used effectively to meet their strategic objectives.
• SME for Incident, Change, Request, and Problem management use of ServiceNow for the corporation
• Interaction with ServiceNow vendor to understand new functionality, report new issues, or request enhancements.
• Provide periodic and ad hoc training for global participants
• Contribute to continuous improvement opportunities for team and ITSM

3.Primary skill set (List 3 mandatory technical skill sets) :

• Advanced knowledge of ITSM module capabilities (data policies, data retention, core tables and relationships, etc.
• ITIL (more than just foundation training)
• Industry standards for ITSM/ITIL usage within ServiceNow
• Automated Testing Framework (ATF)

4.Nice to Have skill sets : Agile framework

5.Soft skill sets : Strong communication skills - The success of ITSM practices corporate wide rely on effective communication of the benefits, risk consequences, and applicability