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*Job: ServiceNow Business Analyst* *Location: Dallas, TX* *Duration: 6 Months* Position Summary: Functions as an internal consultant or liaison between the IT organization and the functional business clients for enhancements to ServiceNow. Responsible for translating business case analysis into functional requirements. Identifies potential opportunities to re-engineer business processes, improve efficiencies and reduce costs. Requires a broad knowledge of the organization, business functions, and the software implementation lifecycle (SILC) as required. Manages demand and prioritization. Principal Responsibilities: Business Systems Analysis •Serves as a liaison between ADM and the business •Works with customers to define user needs •Translates business requirements into functional requirements •Prepares detailed specifications from which workflow/enhancements will be written •Analyzes and makes recommendations to re-engineer business processes to solve complex problems •Assists in the formulation and definition of system scope and objectives based on user needs and an understanding of applicable business systems and industry requirements Business Planning •Provides input to business plans to support new or enhanced products. •Ensures actual projects and plan are consistent. •Participates in discussions with cross functional team members to identify major initiatives for the coming year. •Conducts analysis to support development of ROI-based business cases requiring significant investment. Project Management •Under direction, manages product management projects for the building of new products or enhancement / extension of current products: •Develops project plan, business requirements and deadlines. •Identifies and obtains appropriate resources across functional areas. •Manages achievement of project deliverables and includes coordinating efforts of a variety of functional areas to ensure projects are completed on time and budget. •Provides business updates to Infrastructure and ADM to ensure technology solutions support business requirements. •Provides updates to management on project status. •Ensures other demand groups are in concurrence with product release plans. •Manages the product development methodology process vis a vis specific projects, i.e., ensures stage-gate process is followed. •Identifies potential risks to achieving project objectives and elevates to VP or GM when not quickly resolved. •Redirects project plan to reflect changes in product strategy necessitated from changing priorities. Product Development •Participates in the prototyping of new and enhanced applications •Participates in functional analysis and design, technical analysis and design, test planning, and user documentation activities •Identifies problems and tracks them through the software implementation process Marketing •Develops project-specific communications including important notices, newsletter articles, fact sheets, etc. •Manages user forums. Quality and Customer Experience •Drafts training materials, in collaboration with DTCC Learning, including providing initial drafts. •Supports product training effort for all touch-points to the customer, inclusive of documentation, publications, and e-training tools. •Supports communication with customers regarding significant product outages. •Conducts analysis of the customer satisfaction survey to measure, monitor and report on customer satisfaction. •Identifies quality issues that surface outside the quality tracking process. Resource Coordination •Acts as advocate and internal representative for customers ensuring that their product and service needs are communicated internally as necessary. •Communicates delivery and roadmap status to all stakeholders. •Maximizes the quality of the overall customer experience by collaborating with the management of all internal business units to ensure client satisfaction. •Recommends solutions to client problems and champions with internal providers. •Monitors customer satisfaction with DTCC service, technology, operations and product development and coordinates the resolution of service level shortfalls with the appropriate areas. Testing • Performs product-level testing to ensure the product meets the established requirements Knowledge and Skills Required: • Demonstrates strong analytical and requirement gathering skills • Possesses strong interpersonal and writing skills • Possesses a working knowledge of the software implementation lifecycle (SILC) • Possesses knowledge of product testing procedures • IT Service Management & ITIL processes preferred • ServiceNow experience preferred or related ITSM products a plus • Service Catalogs, Continuous Process Improvement processes rooted in metrics/KPIs/CSFs • Workflow/Process Design and Re-engineering. • Financial services industry (preferred not mandatory) • Product management (includes project management) Experience: Minimum of 5-7 years’ experience in IT (1 year of experience in product development and/or testing a plus) *Amith Singh* *Sr. Recruitment Manager* *Zenith tech Solutions* *Desk: 518-621-0046Fax: 518-244-49773 park Hill* *Albany, NY 12204* *Email Id:- [email protected] <[email protected]>* -- -- You received this message because you are subscribed to the Google Groups "US IT CONSULTING" group. 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