Description

You will support the Enterprise Service Management Transformation Program by aligning processes, systems, and infrastructure with business objectives.

Responsibilities

• Elicit and analyze requirements from business stakeholders and ServiceNow Product Owners across multiple delivery streams.
• Define functional and non-functional requirements and acceptance criteria to ensure quality delivery solutions.
• Support ServiceNow modules including Incident, Problem, Change, Knowledge, Service Portal, Service Catalog, Hardware Asset Management, HR Service Delivery, and Configuration Management.
• Assist with security deliverables such as SSO, foundational data, and platform integrations within the security framework.
• Facilitate reporting and insights with stakeholders to ensure alignment with best practices.

Required Skills

• 7+ years of experience in business analysis within an IT environment.
• Proven experience supporting project delivery specifically within the ServiceNow domain.
• Experience eliciting and writing requirements in multi-system environments.
• Strong understanding of ITIL environments and processes.
• Ability to work with senior management to develop requirements and gain consensus.
• Solid analytical thinking and problem-solving skills.
• Effective communication and facilitation skills for diverse audiences.
• Experience working with ServiceNow Product Owners.

Preferred Skills

• IIBA Certification (ECBA, CCBA, CBAP, or ECBAs+).
• Telecom industry background.

Key Skills

Education

Any Graduate