LEAD BUSINESS ANALYST - ServiceNow

Job description

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 ServiceNow