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ServiceNow SAM Pro Business Analyst

2 months ago

Jacksonville, United States Tata Consultancy Services Full time

Job Description

Must Have Technical/Functional Skills

• Perform role of the Business Analyst in creating use cases on supporting licenses by using ServiceNow SAM products using ServiceNow best practices focused on configuration vs. customization

• Capturing all requirements in a best practice – Business Requirement document with risks and impacts

• Driving Enterprise IT based process definition, re-engineering, improvement and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholders

• Collaborating with Project team and efforts to take advantage of the ServiceNow SAM pro standard capabilities in their efforts to improve their IT processes

• Leading design workshops focused on ServiceNow SAMPro and License Management functionality and design

• Owning support of key customer process owners/Subject Matter Experts (SMEs) to obtain business requirements using ServiceNow standard materials and collateral

• Guiding customers in completing required documentation such as business requirement workbooks for functional aspects of the solution

• Building more functionality-focused user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them

• Guides and creates documentation based on the customer's needs throughout the engagement

• Support internal unit testing of developed solution during the development stage of the engagement, in partnership with Technical Resources

• Drive customer unit and user-acceptance testing requirements throughout and at key stages of an engagement

• Be a leader/driving force of an overall engagement project team focused on delivering successful and substantive customer outcomes

• Prepare all customer-facing deliverables focused on process

• Driving training and mentoring in functional areas of License Management

• Software Asset Management (SAM) Certification


Experience Required 8 years to 12 years


Roles & Responsibilities

• 10+ Years of experience in area of Service Management especially License Management, IT Asset Management and Event Management.

• Minimum 3 years of experience in IT and Business. (E.g., Designing/changing processes, delivering IT solutions and/or managing IT processes).

• Minimum Experience managing Software Asset Management operations for 5+ years

• Have good consulting knowledge (providing options with pros, cons and risks) in an IT Service Delivery / Shared Services environment, while providing thought leadership to IT sponsors/stakeholders in solving business process and/or technical problems

• Strong knowledge of Contract and Software license relationships

• Familiarity with Application portfolio and Service portfolio concepts

• Experience in understanding business requirements to configuration requirements by authoring user stories that support Agile Development

• Excellent communication skills (both written and verbal) with strong presentation and facilitation skills (proficiency in Visio, Word and PowerPoint)

• Experience in analyzing and recommending IT strategies based on business priorities