Posted:5 hours ago|
Platform:
Hybrid
Full Time
Key Accountabilities
• Understand the current as is processes”• Requirement specification for enhancement requests for existing ITOM tools and processes• Leading various ITOM customer working and focus groups to solicit requirements• Direct interaction with customers – as well as on and off-shore development teams• Identify areas of process and tooling improvement• Ensure gaps are clearly defined and assessed• Functional specification of “target state” processes• Work closely with the development teams throughout all phases• Produce test strategies and engage actively in the testing phase• Coordinate user acceptance testing with key project stakeholders to ensure deliverables align to requirements• Work closely with BA’s in other ITOM streams• Take an active role in customer and stakeholder engagement sessions• Take respective ownership throughout the project lifecycle• Ongoing involvement in continuous improvement of operating process and toolset enhancement• Conversant with Agile methods including SRUM
Essential Skills/Basic Qualifications:
• Should have a deep and broad understanding of how ServiceNow delivers ITOM to the organisation and able to align business requirements to the specific way these are implemented within that platform• Exposure to the following key modules are required: Change, Incident, Problem, Knowledge, CMDB, Service Catalogue• Experienced in business and operational architecture design with a solid understanding of implications on adjacent business areas• In-depth knowledge of the breadth of services and products offered by Service Management and the business areas supported
Desirable skills/Preferred Qualifications:
• Can lead complex business briefings with senior stakeholders and able to shape complex solution definitions• Very proficient knowledge of the available business analysis tools and templates, able to guide others and able to evaluate possible other relevant tools and templates• Can manage the trade-offs of business analysis within time / cost / quality constraints• Is up to date with developments in individual area of expertise
Capgemini
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