Business Analyst

Job Title:

Experience:

Location:

Working Hours:

Preferred Key Skills:

• 4+ years’ experience in overall service management with a strong working knowledge of various ServiceNow applications such as

  Incident Management, Problem Management, Change Management, Asset Management,

  and

  Service Catalog/Service Request

  .
• Develop, administer, and customize various modules within ServiceNow.
• Experienced in working on standalone and multidomain instances.
• Facilitate

  Change Advisory Board

  meetings.
• Support end-user assistance requests.
• Process

  Incident

  and routine work request (

  RITM

  ) tickets assigned to the department.
• Perform other duties as assigned.
• Excellent oral and written communication skills.
• Working knowledge of

  ITBM applications

  such as Ideation, Demand, PPM, and Resource Management.
• Interact with internal customers to scope and build out new and existing workflows adhering to best practices.
• Data analysis and administration of

  Service Catalog

  .
• Facilitate, administer, and support Change tickets; audit Change tickets with respect to Change Management program policies.

• ServiceNow Systems Administrator Certification

  (preferred).
• Working knowledge of

  Agile

  methodology.
• Create

  Incident template forms

  .
• Develop and analyze reports and dashboard views.
• Significant experience in

  ITBM Configuration and Administration

  , Development, Customization, Migration, Upgrade, and version standardization of ServiceNow.
• Experience developing and customizing core modules.

Roles & Responsibilities:

• Successfully plan, execute, monitor, control, and close all technical tasks related to configuration and implementation of all aspects of the

  ServiceNow platform

  .
• Break down requirements, develop, and demo dashboards and reports to end users/clients.
• Work with clients and end users to understand their tasks and deliver solutions within the defined

  SLA

  .
• Update and maintain a comprehensive

  testing protocol

  for ServiceNow instance upgrades to certify all applications for use post-upgrade.
• Obtain, analyze, and interpret business requirements to propose sustainable solutions in ServiceNow.
• Create and maintain

  system design

  and

  operations documentation

  .
• Demonstrate strong ability in

  building and maintaining client relationships

  .
• Prioritize multiple client requests and requirements effectively.
• Exhibit strong organizational skills and the ability to work remotely in a self-directed capacity across multiple engagements.