What success looks like in this role:
The ServiceNow Catalog/Business analyst role is a client facing role that designs complex service management platform and process configurations for client onboarding and migrations - which meet contractual obligations and Unisys portfolio standards. Role performs client requirements analysis of approved client solutions to deliver designs for the onboarding of clients to current Unisys Service Management practices.
The Analyst is expected to:
Lead development of Configuration Design Documents (CDD) that enable service delivery per SOW parameters, within the boundaries of Unisys standards, and the capabilities of the standard Unisys toolset – Primarily on ServiceNow.Analyzes agreed solution, contract, SOWConducts client requirement workshops to gather client-specific needs, Conducts rapid-prototyping workshops in select subject areasCreatively applies deep knowledge of the range of standard technical capabilities to design specific effective/efficient client configuration.For non-standard solutions, build functional requirements definition and use cases as input into customization requestsCoordinate the involvement of other subject matter experts for areas such as Unisys Customer Portal, B2B integrations, Architecture and EngineeringDocument definitive designs requirements, stories in sufficient detail for execution by the technical implementations teamDrive and assist the account team to obtain consensus and signoff of specified data and agreement to the designThrough transition, until steady state is achieved, provide support on the accuracy and integrity of the design and data collected. Support is provided to Technical Implementations team, UAT Testers, Training and Operations.Identify opportunities to streamline the design process by participating in Lessons Learned exercises or reviews#LI-AS2
You will be successful in this role if you have:
Minimum 2 years of experience consulting and designing implementations of ServiceNow suite for multiple enterprises, including specifically Incident Management, Change Management, Service Request Management, Service Level Management, Asset & Configuration and CMDB.Minimum 4 years of experience ITIL process and/or operational support in the areas of Service Desk, Incident, Problem, Change, Asset & Configuration, Service Level and/or Service Request ManagementMore than 4 successful customer/client implementations that included multiple core ITIL processesExperience extending Service Now applications with customizations and added functionality while maintaining the integrity of the applications. Experience with full lifecycle development for customizations including – Design, Development, Test, Migration and Documentation of the custom work.Strong written and verbal communication skills supporting customer consulting for people/process/technologyServiceNow admin certificationITIL Foundation certification#LI-AS2
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