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ITSM Service Now Business Analyst

Company: ApTask
Location: Irving
Posted on: May 26, 2023

Job Description:

Role Description:

This role will be responsible for ServiceNow ITSM process readiness for an upcoming production migration and post-migration hyper-care


Learning, with deep expertise, the designed 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 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

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

Keywords: ApTask, Irving , ITSM Service Now Business Analyst, Professions , Irving, Texas

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