ServiceNow ITSM Business Analyst - A6687

1 Week ago • 5 Years +

About the job

Summary_{By Outscal}

Nisum seeks a ServiceNow ITSM Business Analyst with 5+ years of experience in ITIL processes, strong communication skills, and proficiency in Microsoft tools. Experience with ServiceNow Vulnerability Response, Multi-Source CMDB, and Agile methodologies is preferred.

Nisum is a leading global digital commerce firm headquartered in California, with services spanning digital strategy and transformation, insights and analytics, blockchain, business agility, and custom software development. Founded in 2000 with the customer-centric motto “Building Success Together®,” Nisum has grown to over 1,800 professionals across the United States, Chile,Colombia, India, Pakistan and Canada. A preferred advisor to leading Fortune 500 brands, Nisum enables clients to achieve direct business growth by building the advanced technology they need to reach end customers in today’s world, with immersive and seamless experiences across digital and physical channels.

What You'll Do

Accountable for providing high-performance output of business requirement documentation in support of assigned Products.
Maintain and build alignment with Product Owners and Scrum Masters to provide quality BA services that support Product program increment plans, timing and deliverables.
Responsible for leading translation of assigned business intake requests into comprehensive fully vetted requirements documents.
Collaborating with customers to define (or refine) process flow diagrams and use-case details that support their requirements and functional design.
Serving as the point of contact for ServiceNow requests that need a BA recourse, assessing feasibility of requests, and identifying solutions to meet request requirements.
Provide regular updates to stakeholders on the status of their requests.
Build understanding of how ServiceNow is used by external customers and internal ITSM Product teams to maintain knowledge of all aspects of ServiceNow Products and Platform and their impact on our ITSM implementation.
Collaborate and partner with ServiceNow Developer/Admins to determine level of effort and ensure objectives/requirements are met.
Where applicable, partner with Product Owners, Tech Leads and Process Owners in analysis of the business requirements document to obtain technical and/or governance input to ensure requests align with established ServiceNow standards and practices.
Responsible for delivering robust acceptance criteria that align with defined use-cases, successfully harmonizes with existing processes and helps reduce defects.
Support unit testing of stories, creation of test scripts to validate requirements, and facilitating Demos and User Acceptance Testing with the customer and/or Process Owner to validate development output against customer requirements.

What You Know

Required:
5+ years of working experience as a ServiceNow Business Analyst for ITSM. This includes a deep understanding of ITIL IT Service Management processes (e.g., Incident, Problem and Change Management, Project and Portfolio Management, Service Catalog, etc.)
Demonstrated skills in data management, problem-solving, and the ability to work collaboratively within a team or independently.
Strong interpersonal skills with a proven track record working with a variety of personalities and styles.
Skilled in establishing connections with people and managing relationships.
Able to cope with pressure, time-sensitive situations and delivering against deadlines.
Possesses an inclination or passion for resolving problems and enhancing operational processes.
Strong oral and written communication skills
Proficient with Microsoft tools including Excel, PowerPoint, Word, Teams, SharePoint
Familiarity with DevOps, Product Model and/or Agile methodologies
Must be able to support US operations during US Mountain/Pacific time up to 6PM.

Preferred:
ITIL® Foundation Certifications
ServiceNow Vulnerability Response experience
ServiceNow Multi-Source CMDB/CMDB 360 experience
Working experience in multiple Cloud Solutions (Azure, Google, Oracle, IBM, etc.)
Working knowledge of the Common Service Data Model
Exposure to IT Asset Management processes
Knowledge of application architecture and service delivery modeling