ServiceNow Business Analyst

Website DXC Technology

Job Description:
As part of onsite client facing team, work closely with ServiceNow functional team to lead and drive technical solution design sessions for assigned ServiceNow applications

A proven track record in ITSM project management, ideally with a strong background in delivering strategic ServiceNow IT Service management solutions in the financial industry

Owns the support and enhancement process (known as “business as usual”) for ServiceNow in the Deere environment, working closely with supplier resources

Manages and communicates ServiceNow release schedule

Develops use cases, process diagrams, and requirements documentation using stories and scrum tasks in ServiceNow (Implementation Hub)

Document and map current ITSM processes and perform gap analyses against desired or best practice, preferably using industry standard techniques and frameworks such as Lean and ITIL

Work closely with process owners and request type owners to elicit and agree requirements for request workflows and IT self-service on ServiceNow instance

Ensure users are respectfully challenged when requesting ServiceNow enhancements and that lean/six sigma, process design standards are integrated into each design

Work directly with end users to resolve escalated issues/defects within ServiceNow

Qualifications :_
Responsible for requirement gathering and process documentation on client engagements

Support analysis of business processes and provide innovative and scalable solutions to increase operational maturity for client

Follow-up on outstanding client needs and provide timely status reports to Project Manager and Process Consultant on engagement

Builds positive relationships with external clients by providing excellent service/support and consistent communication as appropriate

Performs accurate internal operational tasks such as time tracking, expense reporting and knowledge sharing

Analysing and documenting requirements for particular ITIL processes and maping them to the Service Now tool

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