Service & Knowledge Mgmt Analyst
Core
Implement Enterprise Service Management (ESM) frameworks and Knowledge Management (KM) solutions for the Global Financial Planning organization using ServiceNow.
Role type
Senior Business Analyst (ESM & KM)
Builds
Enterprise service management solutions and knowledge repositories on ServiceNow for global financial planning teams.
Domain
Financial Planning / Enterprise Service Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Requirements elicitation and modeling, ServiceNow configuration and implementation, Agile methodology (epics and stories), Change management, Process documentation, Stakeholder management, Data analysis in Excel, Presentation creation
Preferred skills
Knowledge management platform experience, Epiplex, ARIS, MS Visio, Project management, Reporting and analytics
Technologies
ServiceNow, Epiplex, ARIS, MS Visio, Excel, PowerPoint
Responsibilities
Elicit, model, and maintain requirements for ESM solutions; Support design, development, testing, and implementation of ServiceNow platforms; Monitor backlog and ensure alignment with ESM priorities; Drive change management for solution adoption; Develop service management documentation and process maps; Manage service performance metrics and reporting; Support end-to-end Knowledge Management program including system design, content management, and knowledge retention.
Seniority
Senior, hands-on IC
