Business Analyst(ServiceNow)

We are looking for a Business Analyst having ServiceNow expertise

Key Responsibilities

Product Strategy and Vision

• Develop and maintain a comprehensive product strategy and vision for ServiceNow ITSM solutions, ensuring alignment with the organization's overall IT and business strategies.
• Conduct market research and competitive analysis to identify trends, opportunities, and potential areas for improvement in ITSM offerings.
• Collaborate with stakeholders to define and prioritize product features, enhancements, and roadmap initiatives.

Product Development and Management

• Lead the end-to-end product development lifecycle, from concept and design to development, testing, and deployment.
• Work closely with cross-functional teams, including developers, engineers, and quality assurance, to ensure successful product delivery.
• Define and manage product requirements, user stories, and acceptance criteria, ensuring clarity and alignment with business objectives.
• Utilize agile methodologies to manage product backlogs, sprints, and release cycles, ensuring timely delivery of high-quality ITSM solutions.

Stakeholder Engagement and Communication

• Serve as the primary point of contact for stakeholders, including IT teams, business units, and executive leadership, providing regular updates on product status, milestones, and performance metrics.
• Facilitate communication and collaboration between technical and non-technical teams to ensure a shared understanding of product goals and requirements.
• Gather and incorporate feedback from users and stakeholders to continuously improve ITSM solutions.

Performance Monitoring and Optimization

• Establish and monitor key performance indicators (KPIs) and metrics to evaluate the success and impact of ITSM solutions.
• Analyze data and user feedback to identify areas for improvement and optimization, driving continuous enhancement of ITSM products.
• Ensure compliance with industry standards, best practices, and regulatory requirements.

Professional Experience

• 5+ years of experience in product management, with a focus on ITSM solutions and the ServiceNow platform.
• Proven track record of successfully delivering complex ITSM projects, from inception to deployment.
• Experience working in an agile development environment, with a strong understanding of agile methodologies and practices.

Technical Skills

• In-depth knowledge of the ServiceNow platform, including ITSM, HAM  modules, workflows, and customization capabilities.
• Familiarity with ITIL (Information Technology Infrastructure Library) principles and best practices.
• Strong analytical and problem-solving skills, with the ability to translate business requirements into technical solutions.

Soft Skills

• Excellent communication and interpersonal skills, with the ability to effectively engage and influence stakeholders at all levels of the organization.
• Strong leadership and team management abilities, with a focus on fostering collaboration and driving results.
• Adaptability and flexibility to manage changing priorities and demands in a fast-paced environment.

Key Competencies

• Strategic Thinking: Ability to develop and execute a strategic vision for ITSM products that aligns with organizational goals and objectives.
• Customer Focus: A commitment to understanding and meeting the needs of users and stakeholders, with a focus on delivering exceptional value and user satisfaction.
• Innovation: A proactive approach to identifying and implementing innovative solutions that enhance ITSM capabilities and drive business growth.
• Collaboration: A strong emphasis on teamwork and collaboration, with the ability to build and maintain positive working relationships across diverse teams.