Business Analyst L4

WO Value - 220k

Location - PAN India

In this role you will be responsible for ServiceNow ITSM process readiness for an upcoming production migration and post-migration hyper-care. Individuals in this role are expected to have deep understanding of ServiceNow, the incident, problem, and change processes, and have previous experience as a ServiceNow implementation partner.

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 processes

Do

1. Customer requirements gathering and engagement

• Interface and coordinate with client engagement partners to understand the RFP/ RFI requirements
• Detail out scope documents, functional non-functional requirements, features etc ensuring all stated and unstated customer needs are captured
• Construct workflow charts and diagrams, studying system capabilities, writing specification after thorough research and analysis of customer requirements
• Engage and interact with internal team - project managers, pre-sales team, tech leads, architects to design and formulate accurate and timely response to RFP/RFIs
• Understand and communicate the financial and operational impact of any changes
• Periodic cadence with customers to seek clarifications and feedback wrt solution proposed for a particular RFP/ RFI and accordingly instructing delivery team to make changes in the design
• Empower the customers through demonstration and presentation of the proposed solution/ prototype
• Maintain relationships with customers to optimize business integration and lead generation
• Ensure ongoing reviews and feedback from customers to improve and deliver better value (services/ products) to the customers

2.Engage with delivery team to ensure right solution is proposed to the customer

a.Periodic cadence with delivery team to:

• Provide them with customer feedback/ inputs on the proposed solution
• Review the test cases to check 100% coverage of customer requirements
• Conduct root cause analysis to understand the proposed solution/ demo/ prototype before sharing it with the customer
• Deploy and facilitate new change requests to cater to customer needs and requirements
• Support QA team with periodic testing to ensure solutions meet the needs of businesses by giving timely inputs/feedback
• Conduct Integration Testing and User Acceptance demos testing to validate implemented solutions and ensure 100% success rate
• Use data modelling practices to analyze the findings and design, develop improvements and changes
• Ensure 100% utilization by studying systems capabilities and understanding business specifications
• Stitch the entire response/ solution proposed to the RFP/ RFI before its presented to the customer

b.Support Project Manager/ Delivery Team in delivering the solution to the customer

• Define and plan project milestones, phases and different elements involved in the project along with the principal consultant
• Drive and challenge the presumptions of delivery teams on how will they successfully execute their plans
• Ensure Customer Satisfaction through quality deliverable on time

3.Build domain expertise and contribute to knowledge repository

• Engage and interact with other BAs to share expertise and increase domain knowledge across the vertical
• Write whitepapers/ research papers, point of views and share with the consulting community at large
• Identify and create used cases for a different project/ account that can be brought at Wipro level for business enhancements
• Conduct market research for content and development to provide latest inputs into the projects thereby ensuring customer delight