Job Description

WO Value - 220k

Location - PAN India

In this role you will be responsible for ServiceNow ITSM process readiness for an upcoming production migration and post-migration hyper-care. Individuals in this role are expected to have deep understanding of ServiceNow, the incident, problem, and change processes, and have previous experience as a ServiceNow implementation partner.

KEY RESPONSIBILITIES:

· Learning, with deep expertise in design 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 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

· Oher ITSM business analyst / process needs as identified by management

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

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.

· 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

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Do

1. Customer requirements gathering and engagement

• Interface and coordinate with client engagement partners to understand the RFP/ RFI requirements 
• Detail out scope documents, functional & non-functional requirements, features etc ensuring all stated and unstated customer needs are captured
• Construct workflow charts and diagrams, studying system capabilities, writing specification after thorough research and analysis of customer requirements
• Engage and interact with internal team - project managers, pre-sales team, tech leads, architects to design and formulate accurate and timely response to RFP/RFIs
• Understand and communicate the financial and operational impact of any changes
• Periodic cadence with customers to seek clarifications and feedback wrt solution proposed for a particular RFP/ RFI and accordingly instructing delivery team to make changes in the design
• Empower the customers through demonstration and presentation of the proposed solution/ prototype
• Maintain relationships with customers to optimize business integration and lead generation
• Ensure ongoing reviews and feedback from customers to improve and deliver better value (services/ products) to the customers

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2. Engage with delivery team to ensure right solution is proposed to the customer

 a. Periodic cadence with delivery team to:

• Provide them with customer feedback/ inputs on the proposed solution
• Review the test cases to check 100% coverage of customer requirements
• Conduct root cause analysis to understand the proposed solution/ demo/ prototype before sharing it with the customer
• Deploy and facilitate new change requests to cater to customer needs and requirements
• Support QA team with periodic testing to ensure solutions meet the needs of businesses by giving timely inputs/feedback
• Conduct Integration Testing and User Acceptance demo’s testing to validate implemented solutions and ensure 100% success rate
• Use data modelling practices to analyze the findings and design, develop improvements and changes
• Ensure 100% utilization by studying systems capabilities and understanding business specifications
• Stitch the entire response/ solution proposed to the RFP/ RFI before its presented to the customer

 b. Support Project Manager/ Delivery Team in delivering the solution to the customer

• Define and plan project milestones, phases and different elements involved in the project along with the principal consultant
• Drive and challenge the presumptions of delivery teams on how will they successfully execute their plans
• Ensure Customer Satisfaction through quality deliverable on time

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3. Build domain expertise and contribute to knowledge repository

• Engage and interact with other BA’s to share expertise and increase domain knowledge across the vertical
• Write whitepapers/ research papers, point of views and share with the consulting community at large
• Identify and create used cases for a different project/ account that can be brought at Wipro level for business enhancements
• Conduct market research for content and development to provide latest inputs into the projects thereby ensuring customer delight

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Deliver