Servicenow Csm Business Analyst

ServiceNow CSM Business Analyst - Toronto or Halifax, Canada

• 071585
• *About Capgemini** Capgemini is a global leader in consulting, digital transformation, technology and engineering services. The Group is at the forefront of innovation to address the entire breadth of clients’ opportunities in the evolving world of cloud, digital and platforms. Building on its strong 50-year+ heritage and deep industry-specific expertise, Capgemini enables organizations to realize their business ambitions through an array of services from strategy to operations. Capgemini is driven by the conviction that the business value of technology comes from and through people. Today, it is a multicultural company of 270,000 team members in almost 50 countries. With Altran, the Group reported 2019 combined revenues of €17billion.
• *About Infrastructure Services**: The Cloud Infrastructure Services Global Business Line is Capgemini's consulting and infrastructure build-and-run provisioning offering and supports the group's cloud-based services. As part of the integrated cloud offering from Capgemini, Cloud Infrastructure Services delivers a broad range of cloud services to build and support the hybrid cloud estate by encompassing the leading public cloud players and leading private cloud technologies. With EUR 1.5 billion annual revenue, Cloud Infra Services helps clients virtualize and optimize their IT estates through infrastructure outsourcing services such as data center, helpdesk, network support, and service integration and service maintenance support. Our other services also include infrastructure transformation services-helping clients consolidate and migrate entire workloads and data centers.

Applicants for employment in the US must have valid work authorization that does not now and/or will not in the future require sponsorship of a visa for employment authorization in the US by Capgemini.

• *Job Title**: ServiceNow CSM Business Analyst

• *Location**: Toronto or Halifax, CA

• *Travel**: 25%

• *What You Bring**: Required:

• At least three successful ServiceNow CSM implementations as a Business Analyst for a ServiceNow partner

• Consulting experience

• Understanding of the various CSM business models and add-ons: B2B, C2B, franchises, households, etc.

• Experience with CSM configurable workspace, agent assist, response template, quick messages, special handling notes, and Service Management integration

• Understanding of the CSM foundation data, case types, state workflows

• Experience with defining Service Levels, Reporting/Dashboards, and surveys

• Experience with service portals, knowledgebases, and language translation and localization

• Experience leading workshops with customer stakeholders, collecting requirements, drafting user stories, unit testing build, demoing build, conducting training, and conducting UAT

• Experience with writing technical documentation such as process flows/documentation, work instructions, training materials, test scripts, user stories, etc.

• Experience with preparing customer facing presentations, planning documents, etc.

• Experience with working in and practicing Agile/Scrum methodology

• Excellent organizational and documentation skills when conducting UAT, recording defects and enhancements, and tracking remediations and re-testing.

• Excellent interpersonal skills and demonstrated customer centric approach to work

• Excellent communication skills, both verbal and written

• Can work independently, remotely, and adhere to quality and productivity

• Excellent interpersonal and problem-solving skills

• Ability to build trust and rapport with stakeholders

• Ability to recognize and communicate risks, issues, decisions, and actions, as required

• Proficient and experienced with Microsoft Word, Excel, PowerPoint, Outlook, and Visio

• Experienced with ServiceNow Agile and Test Management

• ServiceNow Certifications:

• CSA

• Professional Suite Certification in CSM

• Flexibility on hours, travel

• Continuous investment in self

Nice to have:

• ServiceNow Certifications:

• CIS-ITSM

• Micro-Cert in Agile Development and Test Management

• Micro-Cert in Automated Test Framework (ATF)

• ITIL4 Foundations

• *What we offer**: Your career matters to you and is important to us too. Because your goals and needs are constantly evolving, we offer visibility, leeway and support to help you grow and progress in your career. This approach builds notably on our comprehensive competency framework, our personal development, training and career management programs, and our University innovative and business-focused learning curriculums. We promote a culture of diversity. We believe working with talented individuals from different backgrounds and points of view is a strategic advantage and an ongoing opportunity. Diversity enriches our creative solutions and adds value for our clients. Our Shared values have been at the heart of the group since our formation. They are honesty, boldness, trust, freedo