Servicenow Support Analyst Jobs

Serving as a bridge between business users and ServiceNow HRSD technology teams to define and manage requirements.

Demonstrated business systems analysis experience and Working knowledge of relational databases

Translating business requirements to functional ServiceNow design.

Eliciting, analyzing, documenting and validating business requirements, process flows, identifying system and process solution components, and producing functional specifications

ServiceNow Technology background or relevant and transferable enterprise level experience with SaaS

ServiceNow HRSD module and experience in the HR space

Solid ServiceNow knowledge with demonstrated experience in the following modules:

ServiceNow Administrator Certification, ServiceNow Implementation Specialist, or ServiceNow Certified System Administrator Certification preferred. ITIL Certification a plus.

Ability to translate high-level business requirements into functional and system requirements.

Comprehensive knowledge of cloud technologies, object-oriented, and web-based systems, applications, environments, and relevant tools/technology.

Excellent communication and interpersonal skills with the proven ability to influence and lead a diverse group in technology implementations.

Critical thinker with strong analytical skills.

Collaborate with business and development teams to clarify requirements for testability.

Execute test procedures based on software requirements specifications.

Minimum 1 year of experience working under Agile methodology.

Minimum 3 years of experience with ServiceNow testing, ITIL, and Test Automation.

Create and maintain test plans, test cases, and automated test scripts.

Identify and log defects, providing recommendations for resolution.

Works with business and development teams to clarify requirements to ensure testability.

Executes test procedures according to software requirements specifications.

Excellent communication skills, both written and verbal, and a passion for working in highly collaborative environments.

Minimum 1 year working experienced under Agile.

Minimum 3 years experience with ServiceNow testing, ITIL and Test Automation.

Drafts, revises, and maintains test plans, test cases, and automated test scripts.

Assist and Manage communications with the team (Offshore and Onsite), as well as stakeholders and business and IT management

Assist with Implementing and facilitating change management within assigned projects

Plan and design effective end-to-end service management solutions that drive business value across complex and heterogeneous environments

Provide advice on information systems strategy, policy, management, security and service delivery

Understand of the change management process: ensure proper testing, sign-off, and communication

Experience with APIs and data mapping rules

Manage the defect’s identified during testing interacting with the ServiceNow platform team on the validation of the fixes made.

Provide quality testing effort estimates to project managers and scrum masters.

Assist the ServiceNow platform team with the creation of Agile stories based on requirements received.

Ensures that the defined QA processes meet auditing requirements

Strong knowledge of QA methodology

Hands-on experience testing custom-developed systems

Familiarity with IT Service Management (ITSM) and ITIL principles is desirable.

Proven experience (typically 2+ years) as a Business Analyst, preferably with experience in ServiceNow projects.

Strong understanding of ServiceNow platform capabilities and modules.

Experience writing business test cases using testing frameworks.

Proficiency in requirements gathering, process mapping, and documentation.

Ability to analyze complex business processes and translate them into clear and concise requirements.

Keep management informed on all deliverables and/or related activities.

Proven knowledge of requirements collection, documentation and analysis methodologies.

Collaborate with stakeholders by gathering, documenting and analyzing their requirements to understand, document and/or restructure current business processes.

Ensure that discussion points and requirements are captured and distributed to relevant parties for follow-up and closure.

If necessary, conduct knowledge transfer exercises with the supplier and/or end-users.

Five (5) years of experience in business process analysis positions.

5+ years of working experience in writing requirements, architecture documents, or other governance documents associated with application management.

3+ years of experience with ServiceNow Business Systems analysis or on platform Development.

Sound knowledge of ITIL V3 or V4 ITSM Processes/Practices. ITIL foundation Certified.

5+ years of experience analyzing and managing performance, redundancy, and capacity.

Identifies critical data gaps and proposes solutions including the building of metadata models and business glossaries.

Understands how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.

Participate in meetings with support partners for changes to process and procedures and manage the knowledge base accordingly.

Work in a diverse environment leveraging other team members’ experience and knowledge

1 or more years of experience working in IT support and/or Service Desk support role.

Bachelor’s degree in computer sciences and/or IT related disciplines and Certifications in information security preferred.

Technical Certification in an IT area

Strong written and verbal communications skills

Convey business requirements and design concepts with models such as gap analysis, use cases, prototypes, etc. as appropriate.

Manage and/or execute the UAT process by performing unit testing and obtaining business approvals on UAT for scheduled deployments.

5+ years experience working as a ServiceNow Business Analyst

Proficiency in capturing and documenting business requirements, functional specifications, test scenarios/scripts, data models and business procedures

Strong process flow and diagramming skills (Visio application)

Contribute in a collaborative way to the team with information-sharing and cooperation.

Experience working with ServiceNow portal, creating and maintaining catalog items, ATF, system upgrades, CMDB, Discovery, Asset Management, flow designer,

Experience working with ERP including HR and Finance modules;

Verified ServiceNow Certification: minimum CSA, desired: CSAD, CIS (ITSM, ITOM), CAS

Experience with maintaining and creating workflow;

Knowledge of ITIL processes and IT security best practices

Excellent written and verbal communication skills