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Sr. ServiceNow Business Analyst Service Transformation
This role focuses on defining Business Services in ServiceNow's CMDB using CSDM and articulating requirements for leading practice service delivery metrics. The role supports various project elements, including portal requirements, catalog item design, UAT, OCM artifacts, training, and governance.Key Responsibilities:
Service Definition: Define top 60 Business services across HR, Finance, and IT, ensuring alignment with business needs and contributing to the ServiceNow Platform Roadmap.
Service Delivery Measurement: Establish standardized metrics and KPIs for Incident and Request service delivery, embedding them into ServiceNow workflows and reporting.
Stakeholder Engagement: Conduct workshops to gather requirements, validate service definitions, and introduce service health reporting concepts to IT, HR, and Finance Service Owners.
Candidate Profile/Experience Required:
Bachelor’s degree in Information Management, Business, or related field.
3+ years as a Business Analyst in ServiceNow implementation and Business Service definition using CSDM.
Strong understanding of ServiceNow Incident and Request Management, stakeholder engagement, and requirements documentation.
Familiarity with ServiceNow Service Portal, Excel, ServiceNow Reports, ITIL 4, and Hybrid delivery projects.
Familiarity with ServiceNow CMDB structure and CSDM.
Experience defining Business Services with subject matter experts.
