Business Analyst - Contract

KEY RESPONSIBILITIES:

· Learning, with deep expertise in design 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

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.

· 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 processe