ServiceNow Business Analyst-Canada - Old Toronto, Canada - Zortechsolutions

Zortechsolutions Old Toronto, Canada

1 week ago

Description

Role: ServiceNow Business Analyst

Location: Remote/Canada

Duration: Fulltime

Job Description

ServiceNow \ CMDB and Asset management.

Responsibilities

Please find the job description below for your reference.

Provide expertise and knowledge of IT Configuration and Asset Management processes.
Provide expertise and knowledge of ServiceNow CMDB.
Provide expertise and knowledge of ServiceNow Discovery and Service Mapping tools
Provide recommendations for the current and future CMDB platform evolution.
Provide expertise and knowledge for processes that consume CMDB data e.g., Incident, Problem,

SDLC, Asset, and Change

Provide recommendations on CMDB maintenance and CMDB data integrity.
Provide recommendations to help gather, validate, and maintain accurate data on all IT assets and

configurations, including hardware, software, network devices, applications, and services.

Identify and document relationships and dependencies between different IT assets, enabling accurate

impact analysis and understanding of the IT landscape.

Provide recommendations to ensure data accuracy and integrity within the CMDB.
Work with the Asset Managers to establish processes to help them perform regular audits, resolving

discrepancies, and eliminating duplicates.

Create and maintain documentation related to CMDB/Discovery processes, procedures, and

guidelines.

Promote continuous process improvement practices through process metrics/KPIs, dashboards, and

Role Accountabilities.

Manage and communicate process and business requirements to the implementation team as a bridge

to ensure that the proposed solutions meet the customer;s expectations.

Participate in testing and ensure all the required documentation is in place to support the client and the

Managed Service team where needed.

Coordinate and support of client UAT, verifying defects and enhancements and working with the

development team to rectify.

Assist with Project Management activities such as project scope, estimation, and planning.
Assist the Sales team with new client bids, SOW, and RFPs.
Lead demonstrations of the product, both standard and tailored to prospects' existing customers, either

onsite or via Meet.

Support change management processes by assessing the impact of proposed changes and ensuring

that all changes are properly documented and recorded.

Qualifications And Skills

2+ years of experience directly related to ServiceNow CMDB Discovery implementation and process

consultancy

Strong understanding of ITIL framework standards
Strong experience with ServiceNow ITSM, CMDB and related modules.
Proficiency in business requirements gathering, analysis, process modeling, and documentation.
Knowledge of IT asset management (ITAM) and discovery tools is a plus.
Expertise with Software Development Lifecycle (SDLC) and- agile practices.
Proven experience in defining and deploying 'to be' best practice processes and in identifying solutions

from a people, process, and technology perspective.

Excellent communication skills (both written and verbal) with strong presentation and facilitation skills.
Solid experience in requirements gathering, including experience in creating process documentation.
Demonstrate ability to influence and consult (providing options with pros, cons and risks) while

providing thought leadership to stakeholders in solving governance, process or technical problems.

Strong interpersonal skills, customer centric attitude, ability to deal with cultural diversity.
Proven team player and team builder.
Ability to demonstrate analytical and problem-solving skills.
Ability to mentor novice staff and drive quality, value and best practices.
Bilingual English and French is a plus

Education/Certifications

Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work

Experience)

ServiceNow certification, such as Certified System Administrator (CSA) or Certified Implementation

Specialist (CIS), and Certified Application Developer

ITIL certification preferred.

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