Lead Analyst
- Liaising between IT and business requester and development team
- Facilitating process design sessions to document detailed process flows
- Facilitating application design and requirements gathering sessions
- Communicating with requesting parties regarding status of development and enhancement requests
- Translating functional user requirements into technical requirements
- Ensuring requests are documented with latest information
- Providing support to development and team throughout release cycle
- Providing timely information as required to aid training and communication
- Interacting with process and application owners to ensure that requirements are being satisfied
- Coordinating with testing team to ensure defect free releases
- Facilitate process design sessions to document detailed process flows
- Document existing and future state business processes, define and document functional requirements, and conduct information flow analysis and process modeling within and across the organization
- Proactively seek opportunities to improve process and task execution across the organization
- Facilitate process design sessions to document detailed process flows
- Document existing and future state business processes, define and document functional requirements
- Conduct information flow analysis and process modeling within and across the organization
- Prepare and present related material to project teams, steering committees and/or stakeholder organizations in the form of written deliverable and presentations
- Identify the complexity of services and requests and identify opportunities for automation
- Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish requests from the underlying true needs
- Proactively communicate and collaborate with external and internal customers to analyze information needs and functional requirements and deliver artifacts as needed
- Stay up to date with latest technology offerings
- Provide Leadership that inspires others to succeed and develop
- Continually seek opportunities to improve SDLC process
Qualifications
- 1+ years working experience with ServiceNow within a mid/large sized organization
- Must be able to demonstrate a solid technical understanding of ServiceNow the Incident Management and how it interfaces with other ITIL Processes, IT and business functions
- Strong documentation skills
- Excellent interpersonal skills
- Advanced communication skills including the ability to communicate with people of wide ranging business focus and levels of responsibility
- Ability to express views and reasons for decisions and present findings, investigations and metrics clearly
- Presentation Skills and ability to develop and deliver reports with clear, relevant and concise data
- Analytical thinking and be able to learn how to absorb and analyze large amounts of information
- Ability to prioritize changes to accommodate the ever changing landscape within the organization
- Ability to effectively manage conflict
- Initiative, motivation and capability to manage diverse workload effectively and accustomed to seeking solutions
- Demonstrated success in working with highly technical teams in identifying and creating technical solutions
- ITIL (IT Infrastructure Library) methodologies associated with Service Management – ITIL Foundation certification is nice to have
- Bachelors Degree