What are the responsibilities and job description for the ITSM Business Analyst position at Jobs via Dice?
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- ServiceNow Implementation & Configuration Extensive experience configuring ServiceNow ITSM modules, building Service Catalog items, and designing workflows using Flow Designer.
- Business Analysis & Requirement Gathering Expertise in translating non-technical business needs into detailed technical specifications and managing the lifecycle from discovery through UAT.
- ITSM Process Knowledge 3 years of experience: Deep understanding of ITIL frameworks and how they are applied within a large enterprise or government environment.
- Technical Writing & Documentation Proven ability to create clear technical documentation, including Functional Requirement Documents (FRD) and Standard Operating Procedures (SOP).
- Third-Party Integrations: Experience integrating ServiceNow with technical solutions such as Dynatrace, Jira, or Tenable.
- Advanced ServiceNow Modules: Familiarity or implementation experience with additional modules such as Enterprise Architecture (EA), Security Operations (SecOps), Software Asset Management (SAM), or Hardware Asset Management (HAM).
- ITIL Proficiency: Strong understanding or experience working within ITIL v3 or v4 frameworks, specifically in the areas of Incident, Change, and Request Management.