Job Description

Country/Region: IN
Requisition ID: 28582
Work Model:
Position Type:
Salary Range:
Location: INDIA - BENGALURU - BIRLASOFT OFFICE

Title:

Sr Lead Business Analyst

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Description:

Area(s) of responsibility

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ServiceNow Functional Consultant




Standardize/Optimize ITIL Service Management processes and functions for a large customer environment where IT services may get offered by multiple service providers Experience to consult and plan for end-to-end ITSM (including Asset and Configuration management), HRSD, CSM function cum process implementation considering various business and strategic scenarios Experience in Delivery and consulting for Change and Release Management Process. Reengineer existing processes and design new processes to dramatically improve productivity, quality and service, ensuring appropriate stakeholder input and buy-in Lead functional process implementations for designed/re-designed processes using ITIL based ITSM tools like ServiceNow Work closely with ServiceNow technical team to implement the desired processes using Agile approach Support process and tool implementation through appropriate documentation for processes, functionalities, test scripts and training material ITIL Intermediate or Expert certified is preferred Project Management trained is preferred Strong customer service orientation Passion for analysing problems designing creative solutions in the form of process design and automation, driving continuous performance improvement Comfortable with and effective using MS Office applications including Visio Hands-on work experience on at least one Service Management tools like ServiceNow, BMC Remedy, HPSM or any other equivalent industry standard ITSM tool (ServiceNow experience is must) Strong oral and written communication skills with the ability to communicate technical information in non-technical language Excellent English communication skills, both written and verbal, including business writing skills * Ability to work with all levels of client and internal resources