Assistant Manager

Role

ServiceNow Business Analyst/Consultant

Grade

D3 (Assistant Manager)

Core skills

• At least 3 years in a business analyst role
• At least 5 years’ experience with ServiceNow
   
• Pre-sales experience
• Work with business and IT stakeholders to gather requirements to implement ServiceNow applications.
• Experience with managing/engaging with senior stakeholders.

During requirements sessions, provide recommendations to streamline and optimize processes and align with the overall scope of work.
Document full requirements, including form layout, fields, and workflows.
Partner with the ServiceNow Application Architect and development team to determine the best technical solution to address the requirements.
Perform testing in pre-Prod environments to ensure that the documented requirements are met.

• Defines test cases and acceptance criteria.
  Manage incoming requests for new ServiceNow enhancements.
• Keeps stakeholders informed on request status and timelines.
  Assist with the development and delivery of end user training.
  Define and implement a continuous improvement life cycle of requirements and perform business analyst activities related to the continued growth of the ServiceNow platform.
• Assists with platform upgrade efforts, including testing.
• Experience with mentoring junior colleagues.
• Experience with working with different project management frameworks (Agile, Hybrid, Waterfall etc.).

ServiceNow experience

• ITSM (mandatory)
• IRM/GRC (preferred)
• SPM (preferred)
• CSM (preferred)
• ITOM (preferred)
• FSM (preferred)
• ITAM (preferred)

Certifications

Certified System Administrator (mandatory)

Certified Implementation Specialist (preferred)

ITIL v3 or v4