Description
ITSM Business Analyst
Whitehall Resources are looking for a ITSM Business Analyst.
Duties and Responsibilities:
- Perform business analyst activities to support internal and external facing Service Management capabilities
- Acts as a bridge between the business stakeholders and ServiceNow Operations and build teams
- Define business requirements and ensuring those requirements are accurately documented, approved and developed.
- Ensure that requirements are written unambiguously, clearly and concisely such that they are implementable, understandable, testable and traceable by the operations team.
- Responsible for driving necessary business communication related to the change or enhancement.
- Responsible for managing and communicating requirements to stakeholders throughout the project, from inception to completion.
- Understanding of current and future business needs is required to meet or exceed the customer's needs.
- Act as a liaison among stakeholders in order to understand the structure, policies, and operations of the organization and to recommend solutions that enable the organization to achieve its objectives, goals and corporate vision.
- Work closely and interactively with the business as a primary point of contact for identifying and documenting requirements for new business opportunities.
- Apply and advocate established standards, guidelines and tools, and identify continuous improvement opportunities.
- Demonstrate strong ability to evaluate project complexity, assumptions, constraints, risks and dependencies.
- Effectively manage changes to requirements, and manage conflicts and issues to resolution.
- Analyse cost/benefit and risk impact of solutions
- Organize, document and communicate customer requirements for new business opportunities to technology stakeholders using a variety of methods such as text, diagrams, prototypes, use cases, or user stories
- Provide estimates for requirements and analysis activities as required
- Improve project processes or recommend improvements as appropriate
Skills and Experience:
- Background in Business Analysis
- Strong experience in defining customer reports and dashboards
- Experience in conducting and document due-diligence for customer tools, process and projects
- Experience on ServiceNow foundation data management and data/information modelling
- Training or certification on ITIL framework with practical hands-on experience
- Experience with requirement elicitation, requirements documentation, and requirementsmanagement on an agile team
- Experience with software development and delivering capabilities in a global environment
- Ability to capture and design requirements and processes that focus on the user experience
- Proven ability to quickly learn new business domains and technical applications
- Experience working with ITSM tools
- Experience working in an agile manner and environment
- Experience on ITIL process consulting and/or implementation
Desirable skills:
- Exposure to ServiceNow Project Portfolio Management, SDLC, Financial Management, Demand Management, ServiceWatch, Enterprise Service Management (HR, Facilities management etc) and custom solutions is preferable