- Senior
- Escritório em Toronto
Prodapt is the largest and fastest-growing specialized player in the Connectedness industry, recognized by Gartner as a Large, Telecom-Native, Regional IT Service Provider across North America, Europe and Latin America. With its singular focus on the domain, Prodapt has built deep expertise in the most transformative technologies that connect our world. Prodapt is a trusted partner for enterprises across all layers of the Connectedness vertical. Prodapt designs, configures, and operates solutions across their digital landscape, network infrastructure, and business operations – and craft experiences that delight their customers. Today, Prodapt’s clients connect 1.1 billion people and 5.4 billion devices, and are among the largest telecom, media, and internet firms in the world. Prodapt works with Google, Amazon, Verizon, Vodafone, Liberty Global, Liberty Latin America, Claro, Lumen, Windstream, Rogers, Telus, KPN, Virgin Media, British Telecom, Deutsche Telekom, Adtran, Samsung, and many more. A “Great Place To Work® Certified™” company, Prodapt employs over 6,000 technology and domain experts in 30+ countries across North America, Latin America, Europe, Africa, and Asia. Prodapt is part of the 130-year-old business conglomerate The Jhaver Group, which employs over 30,000 people across 80+ locations globally.
Looking for a ServiceNow Business Analyst with 7+ years experience who will be responsible for analyzing business processes, gathering requirements, and ensuring the successful implementation of ServiceNow solutions that align with organizational goals. This role requires collaboration with stakeholders to identify opportunities for process improvement and to ensure that the ServiceNow platform meets the business's needs.
Responsibilities:- Excellent analytical and problem-solving skills.
- Strong communication and interpersonal skills, with the ability to work effectively with diverse teams.
- Proficiency in creating process maps, user stories, and other documentation.
- Familiarity with Agile methodologies and project management principles.
- Knowledge of ITIL (Information Technology Infrastructure Library) concepts is a plus.
- Requirements Gathering: Conduct interviews, surveys, and workshops to gather and document business requirements from stakeholders.
- Process Analysis: Analyze current business processes and identify areas for improvement to enhance efficiency and effectiveness.
- Solution Design: Collaborate with technical teams to design and configure ServiceNow solutions based on business requirements.
- Stakeholder Communication: Act as a liaison between business stakeholders and technical teams, facilitating clear communication and understanding of requirements.
- Test Planning: Develop and execute test cases to ensure solutions meet business requirements and quality standards.
- Documentation: Create and maintain comprehensive documentation, including business requirements, process flows, and user guides.
- Project Management: Assist in project management activities, including planning, monitoring, and reporting on project progress.
- Bachelor's/master’s degree in Computer Science, Information Technology, or Business Administration.
- 7+ years of experience in business analysis, preferably in an IT service management (ITSM) or Customer Service Management (CSM) environments.
- Experience with the ServiceNow platform, including modules like Incident Management, Change Management, and Service Catalog, etc
- Strong understanding of business process modelling and requirements analysis methodologies.
- ServiceNow certifications (e.g., Certified Implementation Specialist).
- Experience in change management, release management, and service catalog management.
