Servicenow Itsm Business Analyst

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a ServiceNow ITSM Business Analyst to join our team in either Plano, Texas, USA or New Castle, Delaware, USA or Tampa, FL, USA.

KEY RESPONSIBILITIES:

• Learning, with deep expertise, the client designed ITSM processes of Incident, Problem, Change, Knowledge, and Request Management and related integrations, service catalog, and service portal.
• Conducting end-to-end ServiceNow testing of transformed client ITSM processes in SIT, UAT, and Production environments
• Documenting technical testing and end-user UAT testing scenarios including identifying required CMDB data to support testing
• Creating UAT testing scenarios for automated testing frameworks (ATF)
• Troubleshooting and triaging failed UAT test scenarios and documenting any defects uncovered
• Testing of defects/stories in SIT
• Conducting application and implemented business process demonstrations and trainings to end-users and stakeholders
• Conducting one-way and two-way live and recorded interactive training sessions for small, medium, and large audiences including preparation of material and voice-overlays
• Creating procedures and training material for end-users
• Performing post-migration hyper-care for end-users
• Other ITSM Business Analyst / process needs as identified by management

MINIMUM QUALIFICATIONS & EXPERIENCE REQUIRED:

• Minimum of 5 years of experience as an ITSM Business Analyst
• Minimum of 3 years of experience working with the ServiceNow platform as an ITM Business Analyst
• Minimum of 3 years of experience working with as an implementation partner to assist organizations in ServiceNow migrations
• Understanding of the Incident, Problem, Change, Configuration, Knowledge, and Request Management processes
• Experience in test plan creation and execution, including automated test scripts
• Experience implementing systems using the Agile/Scrum methodology, including the user of Jira
• Experience in the System Development Life Cycle (SDLC) processes including client requirement analysis and system design
• Experience designing and implementing IT process workflows, procedures, and technical standards
• Solid understanding of service management as it pertains to IT services
• Professional working proficiency in English (spoken and written) – native or TOFEL C1/C2, IELTS 7.5 or higher certified or equivalent certification.

PREFERRED CANDIDATES HAVE:

• ITIL v3 or v4 foundations certification
• Scrum Master certification (CSM)
• 7+ years of experience working with the ServiceNow platform as a Business Analyst
• Previously experience working within the ITSM operations of incident, problem, and/or change management processes

GENERAL CHARACTERISTICS REQUIRED:

The successful candidate will need to be a hands-on self-starter, capable of working with others around the world.  This includes: 

• Pro-active, can-do approach
• Customer focus
• Accuracy and attention to detail
• Personal commitment/flexibility
• Excellent interpersonal and communication skills
• Demonstrable ability to multi-task and prioritize effectively
• Dynamic, enthusiastic, confident, reliable team member

About NTT DATA Services

NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.

NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.