ServiceNow Business Analyst

2 months ago


Cairo, Cairo, Egypt DXC Technology Full time

Job Description:

  • As a member of the onsite client-facing team, collaborate closely with the ServiceNow functional team to lead technical solution design sessions for designated ServiceNow applications.
  • Demonstrate a solid track record in ITSM project management, particularly in delivering strategic ServiceNow IT Service management solutions within the financial sector.
  • Take ownership of the support and enhancement process for ServiceNow in the Deere environment, collaborating with supplier resources.
  • Manage and communicate the ServiceNow release schedule efficiently.
  • Create use cases, process diagrams, and requirements documentation using stories and scrum tasks within ServiceNow (Implementation Hub).
  • Document and analyze current ITSM processes, conducting gap analyses against desired practices using industry-standard methodologies like Lean and ITIL.
  • Collaborate with process owners and request type owners to define requirements for request workflows and IT self-service on the ServiceNow platform.
  • Ensure users are appropriately challenged when requesting ServiceNow enhancements and that process design standards are adhered to in each design.
  • Engage directly with end users to resolve escalated issues/defects within ServiceNow.

Qualifications :

  • Responsible for gathering requirements and documenting processes in client engagements.
  • Analyze business processes and propose innovative solutions to enhance operational maturity for clients.
  • Follow up on outstanding client needs and provide timely status reports to Project Managers and Process Consultants.
  • Build positive relationships with external clients by delivering excellent service and consistent communication.
  • Conduct precise internal operational tasks such as time tracking, expense reporting, and knowledge sharing.
  • Analyze and document requirements for specific ITIL processes and align them with the ServiceNow tool.

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