Servicenow Business Analyst

4 months ago


مصر, Egypt DXC Technology Full time

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
Qualifications :_
- Responsible for requirement gathering and process documentation on client engagements- Support analysis of business processes and provide innovative and scalable solutions to increase operational maturity for client- Follow-up on outstanding client needs and provide timely status reports to Project Manager and Process Consultant on engagement- Builds positive relationships with external clients by providing excellent service/support and consistent communication as appropriate- Performs accurate internal operational tasks such as time tracking, expense reporting and knowledge sharing- Analysing and documenting requirements for particular ITIL processes and maping them to the Service Now tool


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