ITSM Service Now Business Analyst
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ITSM Service Now Business Analyst
Ref No.: 18-30464
Location: Pleasanton, California
Position Type:Contract
Experience Level: 7 Years
Start Date: 05/14/2018

• ITSM Certified.
  Hands-on experience in ITSM , ServiceNow, Jira Tool and SaaS solution 
• Good understanding of requirements tools and techniques.
• Requirements Documentation/ Requirements Facilitation
Experience with Agile – Writing User Stories
• Support managing the Backlog
• SCRUM/Agile experience

Responsibilities:
• Gather and analyze the requirements provided by client
• Implement, enhance, develop and integrate ServiceNow platform, Service Catalog and Service Portal per business requirements in a highly collaborative, inclusive and tolerant environment.
• Provide day to day operational support and maintenance including planned maintenance outages.
• Collect, consolidate and analyze service metrics to facilitate decision making related to service improvements.
• Conduct unit testing and install new modules, releases and version upgrades.
• Actively manages the life-cycle of the platform.• Monitor and fine tune application to achieve optimum performance levels.
• Perform assessments and listen to internal customers to understand and anticipate their business needs and determine their priorities in the context of the overall enterprise and strategy
• Provide expert level consulting to primary support team (e.g act as a Tier-2/3 support for Service Portal and Service Catalog)
• Proactively develop and maintain technical knowledge in a specialized area, remaining up-to-date on current trends and best practices.
• Create and maintain technical documentation regarding development processes, best practice guidelines and other related artifacts (e.g. templates, etc.)
• Implement, enhance and integrate ServiceNow platform, service catalog and Service Portal per business requirements in a highly collaborative, inclusive and tolerant environment.
• Complete development, configuration and workflow administration to support business processes on the platform.
• Provide day to day operational support and maintenance including planned maintenance outages.
• Collect, consolidate and analyze service metrics to facilitate decision making related to service improvements.
• Conduct unit testing and install new modules, releases and version upgrades.