ITSM Business Analyst

SGS Consulting; Tallahassee (FL); On-site; USD 65,000 - 95,000; Full time

Job summary

SGS Consulting in the United States is seeking an ITSM Specialist to gather requirements and configure ServiceNow to improve processes across the enterprise.

You will work with stakeholders from Service Desk, NOC, Admins, and application teams to design and implement ITSM workflows, write BRDs, user stories, and training materials, and help measure success with reports.

Qualifications

• Experience documenting ITSM requirements and implementing ServiceNow configurations.
• Experience leading stakeholder forums and cross-functional teams.
• Familiarity with ITIL and ITSM best practices.

Responsibilities

• Gather and document business requirements from stakeholders for ITSM improvements.
• Lead stakeholder forums for ITSM areas (Service Desk, NOC, Admins, App teams).
• Develop and maintain BRDs, use cases, and user stories for ServiceNow customization.
• Collaborate to design and implement ITSM processes and procedures.
• Develop roadmaps with ITSM Process Owner and Technical Lead.
• Create training materials and user documentation for ServiceNow ITSM modules.
• Create metrics and reports to measure effectiveness of ITSM processes and ServiceNow configuration.

Skills

ServiceNow ITSM

ITIL

ITSM

Education

High School

Job description

Job Responsibilities:

Gather and document business requirements from stakeholders for ITSM process improvements and ServiceNow configurationEstablish and lead Stakeholder forums / CoP for each of the major areas of the ITSM community such as Service Desk, NOC, Admins, Application teams, etcAnalyze business needs and identify opportunities for process improvements and automationCollaborate with stakeholders to design and implement ITSM processes and proceduresDevelop and maintain business requirements documents, use cases, and user stories for ServiceNow configuration and customizationPartner with the ITSM Process Owner and Technical Lead to Develop and maintain a roadmap for adoption of new ITSM features in keeping with stakeholder / user requirementsPartner with ITSM Process Owner to develop and deliver training materials and user documentation for ServiceNow ITSM modulesProvide support and guidance to end-users on ITSM processes and ServiceNow functionalityPartner with ITSM Process Owner to develop metrics and reports to measure the effectiveness of ITSM processes and ServiceNow configuration

Standard Job Description :

(system generated) based on level and roleParticipates with customers to formulate and implement enterprise-wide business, organization and information technology strategies. Work with customers to help conceptualize means to apply information technology as a strategic asset. Involved in the process of designing and delivering integrated business and information solutions to support the enterprise's accomplishment of business goals.

Skills:

ServiceNow IT service managementITILITSM

Education/Experience:

High School.