ServiceNow ITSM Business Analyst

Job Description:

• Develop deep expertise in customer-designed ITSM processes, including Incident, Problem, Change, Knowledge, and Request Management.
• Conduct end-to-end ServiceNow testing across SIT, UAT, and Production environments.
• Document technical testing and end-user UAT testing scenarios, identifying required CMDB data for support.
• Create UAT testing scenarios for automated frameworks.
• Troubleshoot and triage failed test scenarios, documenting defects uncovered during testing.
• Provide application and process demonstrations, trainings to end-users and stakeholders, via live and recorded interactive sessions.
• Prepare procedures and training material for end-users.
• Perform post-migration hyper-care for end-users.

Key Skills:

• ServiceNow ITSM
• Jira Service Desk
• Salesforce Field Service
• Windows Server