Happiest Minds Technologies - Lead Business Analyst - ServiceNow Platform (10-14 yrs)

Role : Business Analyst ServiceNow

Total Years of Experience : Minimum 10 to 14 years

Relevant ServiceNow Experience : Minimum 8 to 10 Years

Job Description :

- Determine and define business needs and global requirements to develop and continue the growth of a multi-instance ServiceNow environment with primary focus on the agile process.

- A proven track record in SN agile management, ideally with a strong background in delivering strategic ServiceNow IT Service management solutions.

- Owns the support and enhancement process (known as "business as usual") for ServiceNow COE and working closely with business stakeholders.

- Manages and communicates ServiceNow release/sprint schedules and reporting to stakeholders and COE groups.

- Document user stories/scrum tasks with clear functional requirement in the acceptance criteria for technical team understanding.

- Document and map current ITSM processes and perform gap analyses against desired or best practice, preferably using industry standard techniques and frameworks such as Lean and ITIL.

- Work closely with process owners and request type owners to prompt and agree requirements for request workflows and IT self-service on ServiceNow instance.

- Work directly with end users to resolve escalated issues/defects within ServiceNow.