BSA – ITSM

This is a fully remote position, open to applicants in India.

📋 Description

• Gather, assess, and document business requirements related to ServiceNow ITSM modules, which encompass Incident Management, Problem Management, Change Management, Request Management, and Knowledge Management.

• Conduct interviews with stakeholders, facilitate workshops, and lead requirement-gathering sessions.

• Identify opportunities for process enhancements.

• Convert business requirements into functional specifications, user stories, acceptance criteria, and process flow diagrams.

• Collaborate with ServiceNow developers, architects, and technical teams to ensure successful implementation.

• Analyze ITSM processes and recommend improvements in accordance with ITIL best practices.

• Assist in the configuration and implementation of ServiceNow ITSM solutions.

• Prepare and maintain Business Requirement Documents (BRDs), functional specifications, process documentation, and project artifacts.

• Engage in backlog grooming, sprint planning, and Agile ceremonies.

• Develop and execute functional test scenarios and support User Acceptance Testing (UAT).

• Validate test outcomes and facilitate defect resolution.

• Manage stakeholder expectations, provide project updates, and assist in issue resolution.

• Support change management initiatives, user training, and post-implementation tasks.

⛳️ Requirements

• A minimum of 4 years of relevant experience is preferred.

• Significant experience as a Business Analyst in ServiceNow ITSM implementation or enhancement projects.

• Strong understanding of ServiceNow ITSM modules, including Incident, Problem, Change, Request, and Knowledge Management.

• In-depth knowledge of ITIL processes and IT Service Management best practices.

• Experience in requirement gathering, stakeholder management, business process analysis, and functional documentation.

• Proficient in creating BRDs, functional specifications, user stories, acceptance criteria, and process flow diagrams.

• Experience collaborating with ServiceNow developers and technical teams to translate business requirements into functional solutions.

• Practical experience with Agile methodologies, Scrum practices, sprint planning, and backlog management.

• Experience in functional testing, UAT coordination, defect tracking, and requirement validation.

• Exceptional analytical, problem-solving, communication, and presentation skills.

• Ability to manage multiple priorities, work independently, and collaborate effectively with cross-functional teams.

• Preferred ServiceNow certifications include Certified System Administrator (CSA) or Certified Implementation Specialist (CIS).

• Experience with ServiceNow reporting, dashboards, workflow analysis, and process optimization is an added advantage.

• The second position requires some knowledge in Service Portfolio Management (SPM).

🏝️ Benefits

• Remote work arrangement