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$50/HR on C2C || ServiceNow Business Analyst (ITSM or ITIL) || REMOTE Project || Client: Family Health International || NO H1B..

Role: ServiceNow Business Analyst (ITSM or ITIL)

Location: REMOTE Project

Duration: 6+ Month

Visa:  NO H1B      

MOI: Skype

Rate: $50/HR on C2C

Client: Family Health International

Note: Candidate must have experience with Citification in ITSM or ITIL.

Required Skills: 

• 3+ years of experience as a Business Analyst, preferably in the IT Service Management domain — they use Cherwell!
• Experience with ITSM tools and methodologies is required
• ITSM and/or ITIL certification

Project Overview:

With over 4,700 professionals across 60+ countries, FHI 360 currently utilizes Invanti's Cherwell tool for IT Service Management (ITSM), supporting key IT processes and customized for HR, Finance, and Facilities use. FHI 360 is transitioning to a new enterprise service management (ESM) platform, expand ITSM functionality and best practices beyond IT to additional enterprise services departments. This multi-phase project includes evaluating ESM tool alternatives, current and future state assessments, technical implementation, and migration from the existing system. Effective change management will be pivotal for a successful global deployment and adoption.

Scope of Work:

• Collaborate with various business units to support the Enterprise Service Management (ESM) program.
• Analyze business processes and requirements to determine ESM solutions that align with company goals.
• Facilitate communication between IT and business stakeholders to ensure clear understanding of project objectives and requirements.
• Serve as a liaison between IT and business departments to gather, document, and analyze business needs and requirements.
• Translate business requirements into functional specifications for the ESM solution.
• Conduct gap analysis to identify opportunities for process improvement within the ITSM and ITIL frameworks.
• Assist in the design and implementation of the ESM solution, ensuring they meet business needs and are delivered on time and within budget.
• Participate in the testing and quality assurance phases of the ESM program.
• Work closely with project managers, developers, and quality assurance teams to ensure seamless integration of the ESM solutions into the existing infrastructure.

Summary of Experience and Skills:

• Bachelor's degree in Business Administration, Information Technology, or a related field.
• 3+ years of experience as a Business Analyst, preferably in the IT Service Management domain.
• Strong analytical and problem-solving skills with a keen attention to detail.
• Excellent communication and interpersonal skills, with the ability to present complex information clearly and concisely.
• Experience with ITSM tools and methodologies is required. ITSM and/or ITIL certification is a plus.
• Ability to work effectively in a collaborative, team-oriented environment.