Business Analyst
4 weeks ago
Job Description :
A ServiceNow Business Analyst is a professional who specializes in leveraging the capabilities of the ServiceNow platform to align IT services with business needs and improve overall organizational efficiency. The role involves understanding business processes, gathering requirements, and configuring ServiceNow to meet those requirements.
The ServiceNow ITSM Governance Specialist will be responsible for designing, implementing, and maintaining governance frameworks, policies, and processes within the ServiceNow IT Service Management platform. This role involves collaborating with stakeholders, ensuring compliance with regulatory standards, and implementing best practices to optimize ITSM processes.
Here are common roles and responsibilities associated :
Requirements Gathering :
- Collaborate with stakeholders to understand business objectives, processes, and requirements.
- Conduct interviews, workshops, and surveys to gather and document detailed requirements.
Analysis and Documentation :
- Analyze business processes and translate them into ServiceNow configurations and workflows.
- Create detailed documentation, including business requirements, functional specifications, and process flows.
Data Analysis :
- Work with data to ensure accurate representation and reporting within the ServiceNow platform.
- Utilize ServiceNow reporting and analytics tools to derive insights and support decision-making.
User Training and Support :
- Conduct user training sessions to ensure stakeholders understand how to use ServiceNow effectively.
- Provide ongoing support and address user inquiries and issues related to the platform.
Governance Framework :
- Design, implement, and maintain a robust governance framework for the ServiceNow ITSM platform.
- Define policies, procedures, and controls to ensure compliance with industry standards and organizational requirements for Incident and Request Management.
Compliance Management :
- Monitor and enforce compliance with regulatory standards and internal policies.
- Conduct regular audits to assess adherence to governance controls and take corrective actions as needed.
Risk Management :
- Identify, assess, and manage risks associated with ITSM processes and ServiceNow configurations.
- Develop strategies to mitigate risks and ensure the continuity of IT services.
Change Management :
- Establish and enforce change management processes for modifications to ServiceNow ITSM configurations.
- Ensure that changes are documented, reviewed, and approved according to governance policies.
Documentation :
- Maintain comprehensive documentation of ITSM processes, governance policies, and configurations within ServiceNow.
- Ensure that documentation is up-to-date and accessible for audit and compliance purposes.
Continuous Improvement :
- Identify opportunities for process improvement and optimization within the ServiceNow platform.
- Stay informed about ServiceNow updates, features, and industry best practices.
- Regularly review and enhance governance processes to align with changing organizational needs.
- Stay informed about changes in regulatory requirements and industry best practices.
Communication :
- Act as a liaison between business stakeholders and technical teams, ensuring effective communication and understanding of requirements.
Certification :
Certification in ServiceNow Administration and ITSM (e.g., ServiceNow Certified System Administrator, ITIL Foundation).
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