ServiceNow Business Analyst

What you'll do:

• 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.