ServiceNow Business Analyst

1 month ago

Kolkata, India LIN Lexmark Int'l India Pvt. Ltd. Full time

Description

:

Our technology is outstanding, but it’s the talented, diverse and driven people behind our company who make it all happen. Our employees have the determination to go further, the adaptability to adjust to an ever-changing global market, the heart to stay passionate and personally invested, and the mind to know when to step back and put it all in perspective.

We are seeking a ServiceNow Service Catalog Manager to work closely with the ServiceNow Product Owner and ServiceNow developers to manage all aspects of the Service Catalog.

The Service Catalog Manager (SCM) is responsible for creating, maintaining, and continually improving the Service Catalog within ServiceNow. We are looking for an experienced technical analyst with a continuous improvement mindset to maintain a comprehensive, accurate, and user-friendly Service Catalog. The SCM role works closely with stakeholders to solicit requirements, document requirements in user stories, coordinate with developers during development of requests, test catalog requests, and communicate progress. The SCM functions as an SME by advocating, communicating, and training on Service Catalog topics throughout the enterprise. As the role matures, additional responsibilities may be added such as ServiceNow development and mentorship of juniors.

Key Responsibilities:

Understand capabilities, limitations, and best practices of the Service Catalog and Service Portal in ServiceNow and use that knowledge to design catalog requests and workflows accordingly Schedule and facilitate meetings to solicit requirements and document those in user stories for implementation by the ServiceNow development team Work closely with the development team to streamline and automate request workflows to improve efficiency Perform demos of catalog requests to service owners, key users, and business stakeholders Be first point of contact for service owners, approvers, fulfillers, and requesters to assist with questions, support, and training Create, maintain, and execute unit tests and end-to-end test cases related to the Service Catalog to ensure accuracy, reliability, and optimal performance, and provide testing feedback to development team Create and maintain comprehensive documentation related to catalog items, workflows, and processes Create and maintain catalog requests that do not require development skills Attend Change Advisory Board (CAB) meetings to represent change requests related to the Service Catalog Regularly assess and analyze catalog and portal usage, seeking opportunities for improvement Evaluate new Service Catalog and Service Portal capabilities that are introduced by ServiceNow upgrades Actively participate in and/or lead initiatives involving Service Catalog and Service Portal touchpoints, such as integrations, Service Operations Workspace, Agent Chat, Virtual Agent, Employee Center, and other ServiceNow features Contribute to the ServiceNow roadmap planning and assist with prioritizing initiatives in collaboration with the ServiceNow product owner

We value someone with:

Initiative: Takes responsibility for leading, directing, and managing change. Takes prompt and independent action when appropriate; shares ideas; recommends solutions to problems; does what is necessary without being prompted or incented; seeks increasing levels of challenge and opportunity. Effective Communication Skills: Actively listens to, summarizes, and considers communications of all kinds to ensure understanding; prepares and delivers demonstrations and presentations to a variety of audiences in a global organization; proactively ensures the timely sharing of relevant information to appropriate people; regularly provides status updates to team members, stakeholders, and IT management. Customer-Focused Approach: Listens to customer and stakeholder input and acts on it in collaboration with the ServiceNow product owner and development lead; conceptualizes and implements continuous improvement thinking and methodologies. Organizational and Leadership Skills: Effective at working in a global environment with stakeholders across multiple time zones; can lead and drive projects to completion; takes ownership of assignments. Technical Mindset: Quickly grasps, applies, and communicates about technical concepts to a variety of audiences; willigness to learn ServiceNow development skills through on-the-job training.
 

Experience, Education, and Skills Requirements:

4-year degree in Business, Information Technology, or related discipline, or comparable education and work experience 3+ years' experience with business analysis, process analysis, requirements analysis 2+ years’ experience working with an IT service management platform such as ServiceNow Deep understanding of IT Service Management and ITIL Experience organizing data and defining taxonomies across multiple types of content Extensive experience eliciting and documenting requirements in the form of use cases and user stories Strong facilitation, negotiation, problem solving, communication, and presentation skills across all levels of the organization

Preferred Qualifications :

Experience with ServiceNow Service Portal and/or Employee Center ITIL Certification Experience with Agile and/or SAFe Knowledge of configuration and asset management (CMDB) concepts Knowledge of cloud technologies (AWS, Azure, Oracle Cloud, etc.) Familiarity with ServiceNow scripting languages Experience working within the software development lifecycle (SDLC) Knowledge of Azure DevOps

If you are a motivated and organized individual with a passion for optimizing service catalogs and enhancing user experiences, we encourage you to apply. Join our team and contribute to the delivery of efficient and user-centric services through the ServiceNow platform.

How to Apply ?

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