ServiceNow Business Analyst

• Location: REMOTE
• # of Positions: 1
• Eligibility: Open
• Client Name / Domain: Fortune 1000
• Bill Rate: $?? per hour
• Employment Mode: Contract / Corp-to-Corp
• Contract Duration: 12-24+ mos. Contract
• Experience: 10+ years
• Skills: ServiceNow CSM, ITSM, CSA, OM Module, Workflow Designer, JavaScript, Service Catalog, UI, Client Scripts, Business Rules, XML, AngularJS, Bootstrap, Jelly, HTML, CSS, SOAP, REST, JSON

The Ask?Client is looking for a Certified ServiceNow Business Analyst to Assist in supporting the day-to-day operations of the ServiceNow Platform, particularly in Customer Service Management (CSM).

Responsibilities__

• Collaborate with senior analysts, analysts, and stakeholders to gather business requirements, troubleshoot issues, and provide solutions.
• Participate in configuring ServiceNow CSM modules, creating workflows, and improving the customer self-service experience.
• Help with system upgrades, maintenance, and enhancements to ensure platform stability.
• Contribute to troubleshooting and resolving incidents, ensuring timely customer support and issue resolution.
• Work with cross-functional teams to understand how ServiceNow integrates with other city systems.
• Follow IT best practices, including the Software Development Life Cycle (SDLC) and Information Technology Infrastructure Library (ITIL) standards.

Skills and Experience__

• Deep expertise, the customer designed ITSM processes of Incident, Problem, Change, Knowledge, and Request Management and related integrations, service catalog, and service portal.
• Conducting end-to-end ServiceNow testing of transformed Customer ITSM processes in SIT, UAT, and Production environments
• Documenting technical testing and end-user UAT testing scenarios including identifying required CMDB data to support testing
• Creating UAT testing scenarios for automated testing frameworks (ATF)
• Troubleshooting and triaging failed UAT test scenarios and documenting any defects uncovered Testing of defects/stories in SIT
• Conducting application and implemented business process demonstrations and trainings to end-users and stakeholders Conducting one-way and two-way live and recorded interactive training sessions for small, medium, and large audiences including preparation of material and voice-overlays
• Creating procedures and training material for end-users
• Performing post-migration hyper-care for end-users
• Other ITSM business analyst / process needs as identified by management

RESPONDENTS [ please read carefully ]

U.S. Citizens and those authorized to work in the U.S. are encouraged to apply. We are unable to sponsor at this time. Any equivocation or misrepresentation will be reported to USCIS and BBB.

ABOUT US (Equal Opportunity Employer)

At TP USA we are proud to celebrate diversity of people for the benefit of our employees, our products, and the global community we all belong to. It is the policy of TP USA Inc., and its subsidiaries, to provide equal employment opportunities to all employees and applicants for employment. All employment practices such as recruitment, selection, promotions, and other terms and conditions of employment are administered in a manner designed to ensure that employees and applicants for employment or services are not subjected to discrimination on the basis of age, race, color, sex, sexual orientation, gender identity, national origin, ancestry, medical condition, disability, marital status, religious or political preferences or union affiliation.