Business Analyst - Service Now

Responsibilities:

• Process Normal, Standard, Emergency, RFCs by working with ITD Developers,DBAs/SE, Managers and executives regarding Change Management process.
• Monitoring the End to End CM process to assess, control and track RFCs.
• Provideuser support to Change Management Tool Users by creating training plans,requirements, knowledge transfer, and other CM system changes.
• Provide support for the Ivanti Upgrade Projects.
• Write and manage diverse documentation: presentations, impact analysis, implementation plans, training plans, policies and procedures, traceability and RACI documents, user manuals, risk assessments,communication, release management, and other on-demand documentation.
• Createand Manage Communication Distribution. Facilitate change announcements, gather reporting metrics and creating BI reports, create and manage Change flowcharts and process maps to illustrate the CM end-to-end processes.
• Assist with the management of the Configuration Management Database (CMDB) including facilitating audits.

Required Skills:

• Experience Delivering Business and Systems Analyst Artifacts
• Must have exceptional written and oral communication skills
• Experience with Ivanti Service Manager or Change Managementtool(i.e. ServiceNow)(Higly desired)
• Familiar with ITIL framework and processes(Higly desired)
• Experience with Power BI
• Experience with SharePoint
• Experience with Microsoft Office
• Experience with Visio(Higly desired)
• Experience with Creating Training
  Materials(Higly desired)