ServiceNow Business Analyst: ITSM
Core
Acts as a liaison between business stakeholders and technology solutions to define requirements and resolve complex business, process, and system problems using ServiceNow and ITIL frameworks.
Role type
Senior ServiceNow Business Analyst (ITSM)
Builds
Enhanced services and platforms covering functional aspects from definition through build and deployment within a services organization.
Domain
IT Services / ITSM / ServiceNow
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Business requirement gathering, process mapping, functional requirements definition, ITIL framework application, stakeholder engagement, documentation (user guides, test cases), project management methodology, systems analysis
Preferred skills
ServiceNow, Siebel, Remedy, SAP, EMS, system administration, developer experience
Technologies
ServiceNow, Microsoft Exchange, Word, Excel, Project, PowerPoint, Visio, ITIL tools
Responsibilities
Analyze and transform business problems into technology solutions, apply best practice methodologies to determine requirements, deliver projects aligned with enterprise architecture, identify and document operational gaps, assist with service issue resolution, ensure adherence to development and support processes, take responsibility for project elements with minimal supervision
Seniority
Senior, hands-on IC
