LEAD BUSINESS ANALYST - ServiceNow

Job Description- Business Analyst ServiceNow

• Total Years of Experience : Minimum 10 to 14 years
• Relevant ServiceNow Experience: Minimum 8 to 10 Years
• 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 & reporting to stakeholders & 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