Responsibilities

• Identify areas of improvement collectively with the solution team and target application
• Defined to be a business process by persona and scenario. Build process documents required
• Decompose features into user stories with w/testable acceptance criteria (including reporting acceptance criteria if applicable).
• Understand the overall product vision including customer experience, define the approach within the scrum team, and ensure it is communicated to all scrum team members.
• Engage with UX and development teams to work on backlog grooming, prioritize bug fixes, UX improvements, and feature expansion/elimination.
• Provides inputs for release management on defect criticality or related issues to facilitate production deployment decisions.
• Build user manuals and work instructions for Go-live/operations.

Qualifications

• Ability to baseline current business process and operating model.
• At least 10 years in a business analyst role.
• At least 10+ years experience with ServiceNow.
• Knowledge of ITSM processes, including Request Management, Change Management, Configuration Management, Incident Management and Problem Management.
• Experience working in a global setting.
• Project management/project leadership experience.
• Knowledge of process automation concepts.

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