Servicenow Business Analyst

3 months ago


القاهرة, Egypt DXC Technology Full time

Responsibilities :_

Determine and define business needs and global requirements to develop and continue the growth of a multi instance ServiceNow environment with primary focus on the Configuration Management process

A proven track record in ITSM project management, ideally with a strong background in delivering strategic ServiceNow IT Service management solutions in the financial industry

Owns the support and enhancement process (known as "business as usual") for ServiceNow in the Deere environment, working closely with supplier resources

Manages and communicates ServiceNow release schedule

Develops use cases, process diagrams, and requirements documentation using stories and scrum tasks in ServiceNow (Implementation Hub)

Document and map current ITSM processes and perform gap analyses against desired or best practice, preferably using industry standard techniques and frameworks such as Lean and ITIL

Work closely with process owners and request type owners to elicit and agree requirements for request workflows and IT self-service on ServiceNow instance

Ensure users are respectfully challenged when requesting ServiceNow enhancements and that lean/six sigma, process design standards are integrated into each design

Work directly with end users to resolve escalated issues/defects within ServiceNow



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