ServiceNow Sr. IT Business Analyst

Summary of Position:

The ServiceNow Senior IT Business Analyst (IT Asset Management - Hardware and Software Asset Management) will collaborate closely with business stakeholders to gather and document their business processes and requirements, design and configure solutions, conduct demonstrations to validate proposed solutions address the specific Hardware and Software Asset Management business needs. This role will monitor the ServiceNow product roadmap for Hardware Asset Management Pro (HAM Pro) and Software Asset Management Pro (SAM Pro) features introduced in each release, track key performance indicators (KPIs) related to the adoption of these product features and strive to enhance adoption across various business functions.
Additionally, this role will be responsible for development and maintenance of the Automated Test Framework for all the application suites in ServiceNow platform.

Key Responsibilities:

• Collaborate with business to gather and analyze requirements, design, and configure solution in the following areas of ServiceNow ITAM product suite to address the business requirements/provide business solutions.
  • Hardware Asset Lifecycle (Request to Retire)
  • Software Asset Lifecycle (Request to Retire)
  • Content Library
  • Software Model
  • Discovery Model and Normalization
  • SaaS license Management and integration with subscription portals
  • Data Center Software license management
  • Reconciliation and Effective License Positioning
  • Reclamation and Re-purpose, True-up/True-Down
  • Licensing Agreement vs compliance
  • Data normalization
• Promote out of the box ServiceNow ITAM features to support the above areas of business processes to minimize the customization needs.
• Collaborate with Hardware Asset Management and Software License Management team to identify opportunity for improvement through leveraging of Pro features such as Performance Analytics, Predicative Intelligence, AI/ML Model normalization features. Define appropriate use cases for implementation and develop proof of concept for business buy-in and subsequent feature implementation.
• Configure NOW Mobile and NOW Agent for enabling end users and fulfillers leverage the mobile features for better and wider adoption of the ServiceNow ITAM solution across the enterprise.
• Leverage App Engine and NOW Create features like flow designer, integration hub/automation engine for development/configuration of any specific functionalities/workflows/automation requirements.
• Follow the established agile development and release process for prioritizing and managing the story/feature releases and deployments through update set movement across instances.
• Monitor key performance indicators (KPIs), feature adoption rate, and conduct regular retrospectives to identify opportunities for continuous improvement of adoption and various KPI measures.
• Collaborate with ServiceNow ITAM Product team to understand their product release roadmap, align the Alcon’s ITAM roadmap, to leverage the latest feature releases. Provide feedback/product enhancement input to the ServiceNow ITAM product council.
• Support the version upgrade in term of release note analysis for new feature introduction, impact analysis, skip disposition and regression testing.
• Identify automation opportunities and implement through integration with third-party applications, store apps as appropriate.
• Collaborate with the ServiceNow product support team for any product issues identified by Alcon users.
• Collaborate with Alcon ServiceNow Platform Admin to address the ITAM plugin end of life upgrade management activities in terms of techno-functional impact analysis and remediation planning.
• Develop proof of concept and business case on new feature introduction, collaborate with Impact Customer Success Manager for identified areas of value journey.
• Collaborate with Alcon’s ServiceNow platform architect to ensure adherence of the solutions with the architecture guideline and best practices.
• Configure and support the implementation and adoption of Multi-lingual dynamic translation solutions.
• Integrate ServiceNow ITAM applications with other enterprise system and tools like Ariba, SCCM, InTune, JAMF etc. for seamless operations and automations based on defined use cases.
• Develop and maintain Automation Test Framework (ATF) for automated regression testing and carry out regression testing for monthly releases and annual version upgrade.
• Collaborate with the Business Analysts for the different ServiceNow application suites to ensure that the respective application ATF suites are up-to-date and always aligned with the latest functionalities.

Key Requirements/Minimum Qualifications:

• Education: Bachelor’s degree in computer science, Information Technology, or combination of education & experience required.
• Experience:
  • 7+ years of experience in Hardware and Software Asset Management domain
  • 4+ years of experience as a ServiceNow Business Analyst/Product Implementation Specialist, with a track record of successfully delivering complex and global ITAM (Hardware and Software Asset Management) solutions in the ServiceNow platform.
  • Strong understanding of Service Management principles and practices associated with IT Asset Management Processes,
  • Experience working with the ServiceNow ITAM Pro features (Performance Analytics, Predictive Intelligence, Workspace, Content Library and Data Normalization etc.)
  • Extensive experience in Automated Test Framework development, maintenance and automated regression testing
  • Strong understanding and experience in the following project/product management process disciplines
    • Stakeholder collaborations
    • Product backlog development, Release planning and execution in global Agile Team environment
    • Continuous Improvement
  • Strong analytical and problem-solving skills, with a focus on driving business value through technology solutions.
  • Strong Presentation and negotiation skills with commercial awareness
  • Understanding of the medical device and/or contact lens industry, working in validated environment covering CSA+, GxP and SOX relevant processes is an advantage.
  • Excellent communication skills, with the ability to effectively engage with stakeholders at all levels of the organization.
  • Experience working in a cross cultural, global team environment is required.
  • Experience working in globally distributed scrum team following Agile best practices.
  • Certified Scrum Product Owner (CSPO) or similar certification preferred.
  • HAM Pro and SAM Pro Certified Implementation specialist certification is preferred.
  • ServiceNow Admin certification is preferred.

Language

Fluent in English - spoken and written. Additional language preferred.

Work hours: 1 PM to 10 PM IST

Relocation assistance: Yes

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