ServiceNow ITSM Business Analyst

Role: ServiceNow ITSM Business Analyst

Location: Irving, TX

Type: Full-Time

Job Description:

Mandatory Skills: Major incident Management, Service level Management, Change Management

• Learning, with deep expertise, the customer designed ITSM processes of Incident, Problem, Change, Knowledge, and Request Management and related integrations, service catalog, and service portal.
• Conducting end-to-end ServiceNow testing of transformed Customer ITSM processes in SIT, UAT, and Production environments
• Documenting technical testing and end-user UAT testing scenarios including identifying required CMDB data to support testing
• Creating UAT testing scenarios for automated testing frameworks (ATF)
• Troubleshooting and triaging failed UAT test scenarios and documenting any defects uncovered Testing of defects/stories in SIT
• Conducting application and implemented business process demonstrations and trainings to end-users and stakeholders Conducting one-way and two-way live and recorded interactive training sessions for small, medium, and large audiences including preparation of material and voice-overlays
• Creating procedures and training material for end-users
• Performing post-migration hyper-care for end-users
• Other ITSM business analyst / process needs as identified by management