ServiceNow BA

Who We Are!

ITC Infotech a wholly owned ITC ltd company is a leading global technology services and solutions provider, led by Business and Technology Consulting. ITC Infotech provides business-friendly solutions to help clients succeed and be future-ready, by seamlessly bringing together digital expertise, strong industry specific alliances and the unique ability to leverage deep domain expertise from ITC Group businesses. The company provides technology solutions and services to enterprises across industries such as Banking & Financial Services, Healthcare, Manufacturing, Consumer Goods, Retail, Travel and Hospitality, through a combination of traditional and newer business models, as a long-term sustainable partner.

Your X-Factor

• Work ethic - You are a consummate professional
• Aptitude - You have an innate capacity to transition from project to project without skipping a beat.
• Communication - You have excellent written and verbal communication skills for coordination across projects and teams.
• Impact - You are a critical thinker with an emphasis on creativity and innovation.
• Passion - You have the drive to succeed paired with a continuous hunger to learn.
• Leadership - You are trusted, empathetic, accountable, and empower others around you.

Role & Responsibility:

• Categorize and prioritize tickets (INC, RITM, PRB, P1/P2).
• Sizing Enhancement requests into Minor, Medium, or Major AERs ( Application Enhancement Requests )

Requirement Gathering :

• Initiate discovery meetings,
• convert requirements into use cases and acceptance criteria
• push back requirements which are not feasible in platform
• Monitor SLA/OLA, CSAT, and aging tickets.
• Handle escalations and ensure timely resolution.
• Translate business needs into technical requirements.

What we need:

• Strong ITIL, Service Management and ServiceNow knowledge.
• Certified in ServiceNow C.S.A / C.A.D.
• Knowledge ServiceNow Service Catalog
• Fluent in ServiceNow Dashboard creations / Platform Analytics
• Global Stakeholder Collaboration skills, ( Client collaboration skills, VIP stakeholder management )
• Stakeholder communications
• Experience in BAU support & escalations.
• KPI monitoring, governance & compliance familiarity.
• Excellent communication & stakeholder management.
• 5+ years IT experience preferred.

ITC Infotech is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion, or sexual orientation. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. ITC infotech is committed to providing veteran employment opportunities to our service men and women