Required Skills
Business anaylst
ServiceNow
ITSM
GRC
ITOM
Job Summary
Contribute to the overall success of the organisation by designing and optimising business processes that drive efficiency, effectiveness, and customer satisfaction.
Job Responsibilities
- Serve as a subject matter expert on IT Service Management (GRC, FSM, CSM, ITSM, ITAM, ITOM, etc.) processes and guide clients toward ITIL 4 constructs.
- Articulate and drive a services-based Service Management approach versus a (legacy) process-based Service Management approach.
- Conduct client meetings to gather, articulate, and document business and functional requirements from stakeholders. Prepare the Functional Requirement Specifications (FRS) or Requirement Traceability Matrices (RTMs).
- Design and document Service Management process designs based on business and functional requirements.
- Communicate functional and process designs to both project and client leadership.
- Work with technical specialists who will configure/customise solutions in alignment with the design.
- Validate solution builds and prepare for test phases by creating test scripts that allow stakeholders to validate the design. Act as the single point of contact for process/functional queries raised during the testing phase.
- Provide input to other teams (data, change management teams) in the creation of their deliverables.
- Train stakeholders on new processes and coordinate test efforts to ensure processes are executed per design.
- Assist and support continuous process improvement practices.
- Build excellent trust-based relationships and an impressive reputation with client stakeholders for accuracy and quality of delivery.
- Solve problems quickly and calmly while contributing to deliverables.
- Document user stories with acute attention to detail, review them with stakeholders, gain acceptance criteria, and manage user stories throughout the development lifecycle with local and remote teams.
Company Summary
Our client is a ServiceNow Elite Partner, which has offices in the GCC and Africa.
Company Benefits
- Visa
- Private healthcare
- Flights
- 1st 3 months accommodation covered
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