ServiceNow ITSM Business Analyst (Senior Engineer - Industrial IoT)

About the position

The ServiceNow ITSM Business Analyst will have deep expertise in customer-designed ITSM processes including Incident, Problem, Change, Knowledge, and Request Management, along with related integrations, service catalog, and service portal. The role involves conducting end-to-end ServiceNow testing of transformed Customer ITSM processes in SIT, UAT, and Production environments. Responsibilities include documenting technical testing and end-user UAT testing scenarios, identifying required CMDB data to support testing, and creating UAT testing scenarios for automated testing frameworks (ATF). The analyst will troubleshoot and triage failed UAT test scenarios, document any defects uncovered, and test defects/stories in SIT. Additionally, the role requires conducting application and implemented business process demonstrations and trainings to end-users and stakeholders, including one-way and two-way live and recorded interactive training sessions for various audience sizes. The analyst will also create procedures and training material for end-users and perform post-migration hyper-care for end-users, along with other ITSM business analyst/process needs as identified by management.

Responsibilities

• Learn customer-designed ITSM processes of Incident, Problem, Change, Knowledge, and Request Management.
• Conduct end-to-end ServiceNow testing of transformed Customer ITSM processes in SIT, UAT, and Production environments.
• Document technical testing and end-user UAT testing scenarios.
• Identify required CMDB data to support testing.
• Create UAT testing scenarios for automated testing frameworks (ATF).
• Troubleshoot and triage failed UAT test scenarios and document defects.
• Test defects/stories in SIT.
• Conduct application and business process demonstrations and trainings to end-users and stakeholders.
• Prepare and deliver training material for small, medium, and large audiences.
• Create procedures and training material for end-users.
• Perform post-migration hyper-care for end-users.
• Address other ITSM business analyst/process needs as identified by management.

Requirements

• 5 - 8 years of experience in ServiceNow ITSM.

Nice-to-haves

• Jira Service Desk
• Salesforce Field Service
• Windows Server