tiagomacul
Giga Sage
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on 02-14-2020 04:51 AM
Job Description
Look for Service Now Admin who can do configuration.
The IT Business Analyst will be responsible for implementing the team's operational support strategy by working directly with service owners and engineers across our organization to catalogue and assess services, document support designs, prioritize, and implement processes to support the applications they manage. In addition, this individual will help craft our critical incident response strategy.
Responsibilities
• Partner with stakeholders to identify, curate, and maintain a catalogue of services, process designs, and runbooks
• Conduct quantitative/qualitative analysis on the performance of critical IT management processes and develop recommendations to improve service delivery
• Lead efforts to improve, automate and align with current processes to deliver world class support to our internal users
• Develop processes and training to support services
• Business and technical requirements Facilitation/understanding able to facilitate a requirements session
• Curate and maintain accuracy and consistency of related support documentation and runbooks (Self help articles, macros, training material, support flows, & other documentation)
• ServiceNow experience.
Skills Requirements
• Knowledge of IT Service Management best practices and ITIL frameworks
• ServiceNow Experience, mapping stakeholders requirements to the ITSM modules
• Configuration, Customization and scripting experience
• Incident, Service Portal, Request management, SLA, reports, Knowledge Management, integrations experience
• Excellent communication skills with the ability to work with technical/non-technical audiences at all levels of the organization
• Strong business acumen with experience in operations, analysis and project management
• Experience in technology and IT operations
• Translate high-level business requirements into functional specifications for input into application activities.
• Demonstrated customer service experience and/or strong interpersonal skills
• ITIL v3 Foundation preferred
• 6+ years relevant work experience in IT operations or related field
The IT Business Analyst will be responsible for implementing the team's operational support strategy by working directly with service owners and engineers across our organization to catalogue and assess services, document support designs, prioritize, and implement processes to support the applications they manage. In addition, this individual will help craft our critical incident response strategy.
Responsibilities
• Partner with stakeholders to identify, curate, and maintain a catalogue of services, process designs, and runbooks
• Conduct quantitative/qualitative analysis on the performance of critical IT management processes and develop recommendations to improve service delivery
• Lead efforts to improve, automate and align with current processes to deliver world class support to our internal users
• Develop processes and training to support services
• Business and technical requirements Facilitation/understanding able to facilitate a requirements session
• Curate and maintain accuracy and consistency of related support documentation and runbooks (Self help articles, macros, training material, support flows, & other documentation)
• ServiceNow experience.
Skills Requirements
• Knowledge of IT Service Management best practices and ITIL frameworks
• ServiceNow Experience, mapping stakeholders requirements to the ITSM modules
• Configuration, Customization and scripting experience
• Incident, Service Portal, Request management, SLA, reports, Knowledge Management, integrations experience
• Excellent communication skills with the ability to work with technical/non-technical audiences at all levels of the organization
• Strong business acumen with experience in operations, analysis and project management
• Experience in technology and IT operations
• Translate high-level business requirements into functional specifications for input into application activities.
• Demonstrated customer service experience and/or strong interpersonal skills
• ITIL v3 Foundation preferred
• 6+ years relevant work experience in IT operations or related field
