Location: Remote (9 am to 5 pm, M-F, CST)
About Us:
JS Technology Solutions Inc. specializes in providing top-tier IT staffing solutions that enhance efficiency and innovation. With over a decade of experience, we partner closely with clients to deliver expert technical solutions, empowering teams to achieve their best. Our dedication to excellence has fostered long-term client relationships and successful project outcomes.
About the Role:
Our client is seeking a skilled ServiceNow Business Analyst to support and enhance their IT service management tool, focusing on ITSM modules. This role involves working with stakeholders to identify improvements, support current processes, and onboard new service management procedures.
Key Responsibilities:
- Requirement Gathering: Translate business needs into detailed documentation and designs for ServiceNow solutions. Collaborate with the Solution Architect for feasibility.
- Process Improvement: Review and refine existing processes, capture operational challenges, and develop business requirements for improvements.
- User Support: Manage user administration, assist with reporting, and provide training and onboarding.
- Issue Resolution: Troubleshoot issues, escalate to the ITSM tool vendor, and manage vendor relationships.
- Communication: Inform users of changes or outages and maintain up-to-date process documentation.
- Project Management: Participate in ITSM initiatives, support the IT Change Manager, facilitate CAB meetings, and assist in after-hours maintenance.
- Training and Documentation: Provide system training, maintain comprehensive documentation, and author various technical and training materials.
- Agile Methodologies: Write user stories, perform functional tests, participate in Scrum meetings, and ensure business and design requirements are met.
- Organizational Change Management (OCM): Support OCM efforts by providing information on new solutions and developing strong internal relationships.
Qualifications:
- Education: Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience. ITIL Foundation certification or the ability to obtain within 6 months of hire.
- Experience: 3-5 years in IT, with a focus on ITSM and service delivery. Experience with ITSM tools like ServiceNow, designing process workflows, and writing user stories.
- Skills: Proficient in ITIL processes, excellent communication and leadership skills, strong ability to develop business requirements, and experience managing multiple projects.
- Certifications: ServiceNow Certified System Administrator (CSA) or other relevant certifications. CAPM, PMP, Agile SAFe, Scrum Master, or ITIL certification preferred.