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Mid LevelFull-timeAgile
Salary Range
$30,600 - $41,400 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are seeking a Business Analyst ServiceNow ITSM to act as a functional reference between business teams, the Application Owner (MOA), and ServiceNow technical teams. This role contributes to standardizing ITSM processes (Core Model), aligning with ITIL best practices, and continuously improving platform usage.
Key Responsibilities
- βAnalyze IT business needs and define formalize target ITSM processes
- βSupport implementation in ServiceNow from scoping to production and functional testing
- βConduct gap analysis between existing tools/processes and target ServiceNow ITSM
- βDefine target ITSM processes and Core Model ITSM
- βWrite functional specifications, user stories, and acceptance criteria
- βCollaborate with ServiceNow MOE teams (architects, developers)
- βTrack developments and participate in Agile rituals
- βPrepare and execute functional tests (UAT) and business acceptance
- βSupport production deployment and change management
- βProduce functional documentation and user materials
- βPropose continuous improvements to ITSM processes
Requirements
- βBusiness needs analysis and IT process modeling skills
- βExcellent knowledge of ITIL processes
- βFunctional deliverable writing (specifications, UAT, documentation)
- βWorkshop facilitation and multi-stakeholder coordination
- βGood knowledge of ServiceNow ITSM
- βUnderstanding of concepts: workflows, SLA, ACL, catalog items, CMDB
- βAbility to effectively communicate with ServiceNow technical teams
- βPΓ©rimΓ¨tre fonctionnel ITSM
- βIncident Management
- βRequest Fulfillment / Service Catalog
- βChange Management
- βProblem Management
- βCMDB & Foundation Data
- βKnowledge Management
- βITSM Reporting and dashboards
