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.