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Role: ITSM BA (ServiceNow)

Location: 433 West Van Buren Street, Suite 501s, Chicago, IL 60607

Duration: Long Term
Visa: GC, USC, H4-EAD AND TN

Top Skills Details

1. ITSM ServiceNow BA experience within 1) Incident Management, 2) Problem Management, 3) Change Management
2. Quality Assurance testing (preferably in test management module in ServiceNow) to test after development stage
3. Agile methodology experience with strong documentation skills around processes and workflows

Responsibilities:

To provide support, reporting and analysis of business process functions for the bank. Manage various internal processes and policies central to the organization such as Change Management, Problem Management, and Software Onboarding.. The person in this role plays a critical role in understanding the business needs and technical needs of the organization and understanding how the various piece of these puzzles fit together. After IT has developed a use case the development team will create it and this resource will be responsible for conducting quality testing as well as documentation and process enhancements.

Responsibilities:

• Provide a source of connection between business needs and IT initiatives to understand organizational efforts and IT implementations and how they work to serve each other

• Review test plan given by developers to ensure there are no bugs and identify if it passes or fails. If it fails they must identify why it failed and work with the developer to fix this in recommended areas

• Create documentation, and process workflows for future use

• Understanding of agile methodology and processes

• Analyze and document current ITSM processes, identifying areas for improvement and developing strategies to optimize service delivery

• Collaborate with cross-functional teams to define and implement solutions that meet business needs as the Subject Matter Expert (SME) on ITSM frameworks and processes such as ITIL, Service Now, Change Management, Problem Management and Software Onboarding

• Develop and maintain ITSM metrics and reporting. Provide insights and recommendations to drive continuous improvement

• Facilitate communication and collaboration between IT a business stakeholder, ensuring that ITSM initiatives are aligned with business objectives and strategies

• Stay up to date with emerging ITSM trends and best practice sand recommend innovations and improvements to enhance service delivery