Description

Lead the analysis, design, and documentation of ITSM workflows and process optimizations within ServiceNow.

This role is remote.

Responsibilities

• Design and document ITSM workflows including onboarding, offboarding, and hardware/software requests.
• Conduct gap analysis to identify inefficiencies and propose optimized process maps and SOPs.
• Facilitate stakeholder workshops to gather business requirements and create BRDs, user stories, and process flow diagrams.
• Collaborate with developers and project managers to implement Change Management, Knowledge Management, and Project Management modules.
• Lead ITIL and ServiceNow training sessions for Tier I, II, and III support teams.

Required Skills

• 12+ years of experience as a Business Analyst with a focus on ITSM and process optimization.
• Advanced knowledge of ITIL best practices and processes.
• Hands-on experience with ServiceNow modules including ITSM, Change Management, Knowledge Management, and Project Management.
• Proficiency in process mapping and documentation tools such as Visio.
• Experience using project management tools like Jira or MS Project.
• Expertise in creating Business Requirements Documents (BRD) and user stories.
• Bachelor's Degree in Business Administration, Information Technology, or a related field.

Preferred Skills

• Experience facilitating cross-functional workshops to drive consensus on technical requirements.

Key Skills

Education

Bachelor's Degree