ServiceNow Business Analyst - Event Management
Job Summary:
- Develop required documentation such as workshop agenda, presentations, gap analysis reports, process flow diagrams, roles/responsibilities.
- Identifying areas of process improvement (efficiency and effectiveness) and recommending solutions that detail pros, cons, and risks.
- Promoting continuous process improvement practices through process metrics/KPIs, dashboards and role accountabilities.
- Managing and communicating process and business requirements to the implementation team as a bridge to ensure that the proposed solutions meet the customer''s expectations.
- Participate in testing and ensure all the required documentation is in place to support the client and Managed Service team where needed.
- Co-ordination and support of client UAT, verifying defects and enhancements and working with the development team to rectify.
- Support client process governance activities, enabling the establishment of boards and management frameworks or adapting existing frameworks as appropriate.
- Demonstrations of the product for customers
- Proven experience in defining and deploying ''to be'' best practice processes and in identifying solutions from a people, process, and technology perspective.
- Excellent communication skills (both written and verbal) with strong presentation skills
- Solid experience in requirements gathering, including experience in creating process documentation.
- Demonstrate ability to influence and consult (providing options with pros, cons and risks) while providing thought leadership to stakeholders in solving governance, process or technical problems.
- Strong interpersonal skills, customer centric attitude, ability to deal with cultural diversity. Proven team player and team builder.
- Ability to effectively communicate with all levels of the organization
- Ability to demonstrate analytical and problem-solving skills.
- Ability to mentor novice staff and drive quality, value, and best practices
Qualifications
- 3-5 minimum ServiceNow process consultancy experience with recent focus on the ITOM module and related experience in ServiceNow Enterp Service Management
- Hands-on ServiceNow experience meeting client requirements.
- Bachelors Degree in Computer Science, Management, Information Systems or related discipline preferred.
- Drive ServiceNow (ITOM module) process definition, re-engineering, improvement, and gap analysis of current/to-be processes during client workshops with key customer sponsors and stakeholders.
