ITSM Service Now Business Analyst
Company: ApTask
Location: Irving
Posted on: May 26, 2023
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Job Description:
Role Description:
This role will be responsible for ServiceNow ITSM process readiness
for an upcoming production migration and post-migration
hyper-care
KEY RESPONSIBILITIES:
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
GENERAL CHARACTERISTICS REQUIRED:
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 QUALIFICATIONS & EXPERIENCE REQUIRED:
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
Click
here to apply!
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