Key Accountabilities
• Understand the current as is processes”
• Requirement specification for enhancement requests for existing ITOM tools and processes
• Leading various ITOM customer working and focus groups to solicit requirements
• Direct interaction with customers – as well as on and off-shore development teams
• Identify areas of process and tooling improvement
• Ensure gaps are clearly defined and assessed
• Functional specification of “target state” processes
• Work closely with the development teams throughout all phases
• Produce test strategies and engage actively in the testing phase
• Coordinate user acceptance testing with key project stakeholders to ensure deliverables align to requirements
• Work closely with BA’s in other ITOM streams
• Take an active role in customer and stakeholder engagement sessions
• Take respective ownership throughout the project lifecycle
• Ongoing involvement in continuous improvement of operating process and toolset enhancement
• Conversant with Agile methods including SRUM

Essential Skills/Basic Qualifications:




• Should have a deep and broad understanding of how ServiceNow delivers ITOM to the organisation and able to align business requirements to the specific way these are implemented within that platform
• Exposure to the following key modules are required: Change, Incident, Problem, Knowledge, CMDB, Service Catalogue
• Experienced in business and operational architecture design with a solid understanding of implications on adjacent business areas
• In-depth knowledge of the breadth of services and products offered by Service Management and the business areas supported

Desirable skills/Preferred Qualifications:
• Can lead complex business briefings with senior stakeholders and able to shape complex solution definitions
• Very proficient knowledge of the available business analysis tools and templates, able to guide others and able to evaluate possible other relevant tools and templates
• Can manage the trade-offs of business analysis within time / cost / quality constraints
• Is up to date with developments in individual area of expertise

📌 ServiceNow ITOM Business Analyst (Pune)
🏢 Capgemini
📍 Pune