ITSM Business Analyst
Job Responsibilities:
- Gather and document business requirements from stakeholders for ITSM process improvements and ServiceNow configuration
- Establish and lead Stakeholder forums / CoP for each of the major areas of the ITSM community such as Service Desk, NOC, Admins, Application teams, etc
- Analyze business needs and identify opportunities for process improvements and automation
- Collaborate with stakeholders to design and implement ITSM processes and procedures
- Develop and maintain business requirements documents, use cases, and user stories for ServiceNow configuration and customization
- Partner with the ITSM Process Owner and Technical Lead to Develop and maintain a roadmap for adoption of new ITSM features in keeping with stakeholder / user requirements
- Partner with ITSM Process Owner to develop and deliver training materials and user documentation for ServiceNow ITSM modules
- Provide support and guidance to end-users on ITSM processes and ServiceNow functionality
- Partner with ITSM Process Owner to develop metrics and reports to measure the effectiveness of ITSM processes and ServiceNow configuration
- Standard Job Description : (system generated) based on level and role
- Participates with customers to formulate and implement enterprise-wide business, organization and information technology strategies. Work with customers to help conceptualize means to apply information technology as a strategic asset. Involved in the process of designing and delivering integrated business and information solutions to support the enterprise's accomplishment of business goals.
Skills:
- ServiceNow IT service management
- ITIL
- ITSM
Education/Experience:
- High School.
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