Job Opening for Service Now Business Analyst (Job code- RT146)

·        Interacts with Client and account teams as required to agree the Foundation Data, solutions to issues.

·        Manages the development of agreed solutions required to address unique Client needs working with the technical teams to agree a resolution            to delivery issues.

·        Act as a liaison between the customer and the development team to drive the technical implementation, translate customer requirements to              internal systems and processes, and help on-board new customer accounts onto the ServiceNow platform

·        Accountable for assisting in the managing of internal and external dependencies and help drive customer go-live deadlines. Possess a deep               understanding of PPM concepts and IT Service Management (ITSM) software applications on the market , specifically ServiceNow.

·        Support the engagement manager for the execution of the master implementation plan per standard implementation methodologies.

·        Works with the team to select or create appropriate scenarios to test all results to determine whether system changes met project                                  specifications; uses scenarios to assist the end user in acceptance testing.

·        Ensures that documentation is updated when change requests are approved for the project.

·        Formulates and defines systems scope and objectives based on both Client needs for Steady State requests and a thorough understanding of              business systems, applications and industry requirements.

·        Operates as a liaison between technical personnel and the appropriate Client and / or account teams.

·        Works across various technical towers to ensure the best solution is implemented and that timely implementation is achieved.

·        Supports team information sharing and on-boarding of colleagues as the team grows.

·        Provides input on processes, procedures, or new approaches.

·        Have the ability to work independently and be very focused on meeting deadlines and exceeding customer expectations

2.      2-3 years of experience as BA for Service Now tool (Preferably Asset, CMDB, CPI, KM, SC, PPM Suite, ITOM).

3.      1+ years of experience with the ServiceNow platform.

4.      Applicant must have excellent troubleshooting and problem solving skills.

5.      Strong analytical and customer service skills.

6.      Excellent written and verbal skills. Must be able to communicate well with all areas of the business.

7.      Good understanding of Service Now tool and Business Analyst role and responsibility.

8.      Good knowledge on Agile, ITIL, SDLC, Scrum process.

9.      Accurate and comprehensive documentation skills.

10.   Ability to multi-task and work under strict deadlines

11.   Ability to respond quickly to problems and changes

12.   Perform duties with limited supervision.

13.   Min 5-8 years’ experience in Service Management either working as a business analyst

15.   Exposure to Cloud technologies desired

16.   Excellent English Communication/Presentation skills (Oral & Written).

17.   Perform duties with limited supervision

18.   Ability to multi-task and work under strict deadlines

19.   Ability to respond quickly to problems and changes

Excel, Word, PowerPoint Knowledge

Release Management

Training experience