ServiceNow Business Analyst: ITSM at NTT Ltd.

Your day at NTT DATA

• The Business Analyst is a seasoned subject matter expert, responsible for working with internal and external clients to determine requirements and to define solutions to address complex business, process and systems problems, and improvements in the organization.
• This role acts as a liaison among stakeholders in order to understand the structure, policies, and operations of an organization, and to recommend solutions that enable the organization to achieve its goals.

Key responsibilities:

• Acts as a bridge between the business problems and the technology solutions.
• Analyzes, transforms and ultimately resolves the business problems with the help of technology.
• Works with internal clients and apply best practice methodologies to determine business requirements and to define solutions to address business, process, information and system problems, improvements or change.
• Delivers business projects in line with sponsor requirements and enterprise architecture.
• Proactively develops and deploys enhanced services and platforms, covering all the functional aspects from service/product definition through to build and deployment.
• Ensures the identification and documentation of operational gaps including user guides, templates, test cases and related user training.
• Assists with the resolution of issues pertaining to the service.
• Adheres to and follows the relevant development and support processes.
• Communicates and escalates if any issues arise or deliverables cannot be met and request assistance to ensure closure of issues.
• Takes responsibility for delivery of project elements with minimal supervision.
• Performs any other related task as required.

To thrive in this role, you need to have:

• Seasoned understanding of business practices and processes.
• Excellent team player who displays good client service orientation with well-developed administrative and organization skills.
• Seasoned expertise in specific systems, processes and technologies that they will be required to analyze.
• Meticulous attention to detail whilst working under pressure.
• Excellent verbal and written communication skills.
• Seasoned process mapping technology knowledge.
• Ability to build rapport and engage effectively with a variety of stakeholders.
• Seasoned knowledge of project management methodology.
• Excellent analytical skills with the ability to convert business requirements into operational deliverables (functional requirements) to meet business objectives.
• Excellent documentation skills, in particular, functional requirements, test cases, system user documentation, processes and procedures and presentations.
• Seasoned working knowledge of Microsoft Exchange, Word, Excel Project, PowerPoint and Visio Good understanding of systems generally used in a services organization, for example ServiceNow, Siebel, Remedy, SAP, EMS would be advantageous.
• Seasoned understanding of and experience with ITIL (IT Infrastructure Library) and the application of ITIL tools within a service integrator.

Academic qualifications and certifications:

• Bachelor’s degree or equivalent in Business or Information Technology or a related field.
• Project management certification would be advantageous.
• Professional in Business Analysis certification is preferred.
• IIBA Membership required.
• Relevant technology certification(s) required, such as ITIL.

Required experience:

• Seasoned experience as a Business Analyst gained within a technology services environment.
• Seasoned experience as a system administrator or developer would be advantageous.
• Seasoned experience in and with all operational aspects of a Services business, preferably with a Systems Integrator.
• Seasoned experience in the business requirement gathering, use case definition, process mapping and implementing new services and systems.