ServiceNow Business Analyst

1 week ago


Midrand, Gauteng, South Africa Optimal Growth Technologies Full time
Job Overview

We are seeking an experienced ServiceNow Business Analyst with a strong background in IT infrastructure to join our dynamic team at Optimal Growth Technologies. The ideal candidate will have over 10 years of experience in business analysis, focusing on ServiceNow platform implementations, particularly in IT Service Management (ITSM), IT Operations Management (ITOM), and IT Asset Management (ITAM).

Key Responsibilities
  • Requirements Gathering and Analysis
    • Collaborate with stakeholders to identify and document business requirements for ServiceNow implementations, enhancements, and integrations.
    • Analyze current infrastructure processes and workflows to identify areas for improvement and automation within the ServiceNow platform.
    • Facilitate workshops and meetings to gather technical and functional requirements.
  • Solution Design
    • Translate business requirements into functional and technical specifications for ServiceNow solutions, with a focus on ITSM, ITOM, and ITAM modules.
    • Collaborate with technical teams to design and configure ServiceNow solutions that align with infrastructure needs.
    • Ensure that solutions are scalable, maintainable, and aligned with best practices.
  • Process Improvement and Automation
    • Work closely with infrastructure teams to identify opportunities for process automation and optimization using ServiceNow workflows.
    • Develop and refine IT infrastructure service catalogs and improve service delivery using ServiceNow capabilities.
  • Stakeholder Management
    • Act as a liaison between business, IT, and technical teams to ensure smooth communication and successful project delivery.
    • Provide clear, concise documentation of processes, requirements, and solution designs.
  • Testing and Validation
    • Develop test cases and assist with user acceptance testing (UAT) to ensure that ServiceNow solutions meet business requirements.
    • Validate that solutions are functioning as expected and make necessary adjustments as required.
  • Change Management and Training
    • Assist in change management efforts by providing training, documentation, and support to end-users and stakeholders.
    • Ensure successful adoption of new processes and solutions within the organization.
  • Ongoing Support and Optimization
    • Provide post-implementation support and continuous improvement recommendations for the ServiceNow platform, ensuring that it meets evolving business and infrastructure needs.
    • Monitor the performance of implemented solutions and identify areas for future enhancements.


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