Business Analyst

2 days ago

INDIA BENGALURU BIRLASOFT OFFICE IN Birlasoft Limited Full time ₹ 20,00,000 - ₹ 25,00,000 per year

Sr Lead Business Analyst

Area(s) of responsibility

ServiceNow Functional Consultant
Job Description


• Standardize/Optimize ITIL Service Management processes and functions for a large customer environment where IT services may get offered by multiple service providers

• Experience to consult and plan for end-to-end ITSM (including Asset and Configuration management), HRSD, CSM function cum process implementation considering various business and strategic scenarios

• Experience in Delivery and consulting for Change and Release Management Process.

• Reengineer existing processes and design new processes to dramatically improve productivity, quality and service, ensuring appropriate stakeholder input and buy-in

• Lead functional process implementations for designed/re-designed processes using ITIL based ITSM tools like ServiceNow

• Work closely with ServiceNow technical team to implement the desired processes using Agile approach

• Support process and tool implementation through appropriate documentation for processes, functionalities, test scripts and training material

• ITIL Intermediate or Expert certified is preferred

• Project Management trained is preferred

• Strong customer service orientation

• Passion for analysing problems designing creative solutions in the form of process design and automation, driving continuous performance improvement

• Comfortable with and effective using MS Office applications including Visio

• Hands-on work experience on at least one Service Management tools like ServiceNow, BMC Remedy, HPSM or any other equivalent industry standard ITSM tool (ServiceNow experience is must)

• Strong oral and written communication skills with the ability to communicate technical information in non-technical language

• Excellent English communication skills, both written and verbal, including business writing skills

• Ability to work with all levels of client and internal resources

Experience LevelSenior Level

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