Project Role: Technology Op

S Support Practitioner:

Project Role Description: Own the integrity and governance of systems, including best practices for delivering services. Develop, deploy and support infrastructures, applications and technology initiatives from an architectural and operational perspective in conjunction with existing standards and methods of delivery.

Must have skills: Service Now IT Business Management

Good to have skills: Service Now IT Operations Management

Minimum 5 year(s) of experience is required

Educational Qualification: 15 years full time education
Overall purpose of role

Must have 5+ years experience. Business Analyst responsible for capturing & defining business requirements and ensuring delivery of those requirements within the IT Service Management function with a focus on the Service Now ITOM platform.

Key Accountabilities
Understand the current as is processes
Requirement specification for enhancement requests for existing ITSM/ITOM tools and processes
Leading various ITSM customer working and focus groups to solicit requirements
Direct interaction with customers – as well as on and off-shore development teams
Identify areas of process and tooling improvement
Ensure gaps are clearly defined and assessed
Functional specification of target state processes
Work closely with the development teams throughout all phases
Produce test strategies and engage actively in the testing phase
Coordinate user acceptance testing with key project stakeholders to ensure deliverables align to requirements
Work closely with BA s in other ITSM streams
Take an active role in customer and stakeholder engagement sessions
Take respective ownership throughout the project lifecycle
Ongoing involvement in continuous improvement of operating process and toolset enhancement
Conversant with Agile methods including SCRUM

Decision-making and Problem Solving:

Can identify common types of risks / issues and where project dependencies exist maintains simple RAID
Can engage with stakeholders of relevant business areas and take decisions

Risk and Control:

Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Barclays Policies and Policy Standards.

Person Specification

Essential Skills/Basic Qualifications:

Should have a deep and broad understanding of how Service Now delivers ITSM/ITOM to the organisation and able to align business requirements to the specific way these are implemented within that platform.
Exposure to the following key modules is required: Change, Incident, Problem, Knowledge, CMDB, Service Catalogue
Experienced in business and operational architecture design with a solid understanding of implications on adjacent business areas.
In-depth knowledge of the breadth of services and products offered by Service Management and the business areas supported.
Should have a deep and broad understanding of how Service Now delivers ITSM/ITOM to the organisation and able to align business requirements to the specific way these are implemented within that platform. Exposure to the follow key modules is required.
Incident/Problem/Change
CMDB
Knowledge
Service (Request) Catalog
Business Service Models

Desirable skills/Preferred Qualifications:

Can lead complex business briefings with senior stakeholders and able to shape complex solution definitions
Very proficient knowledge of the available business analysis tools and templates, able to guide others and able to evaluate possible other relevant tools and templates
Can manage the trade-offs of business analysis within time / cost / quality constraints
Is up to date with developments in individual area of expertise

Business Knowledge:
Has good general knowledge with some detailed knowledge of products/functions outside of day to day area supported:
Can engage with stakeholders of relevant business areas
Demonstrates a good end to end understanding of the systems processing for the business area & relationships

Business Analysis:
Advanced knowledge of business analysis methodologies:
Experienced in business and operational architecture design with a solid understanding of implications on adjacent business areas
Very good knowledge of how to define/derive business requirements and specifications and able to contribute insights in discussions with senior stakeholders
In-depth knowledge of the breadth of services and products offered by Service Management and the business areas supported
Understands the organizations goals, direction and strategies
Is up to date with developments in individual area of expertise
Can lead complex business briefings with senior stakeholders and able to shape complex solution definitions
Very proficient knowledge of the available business analysis tools and templates, able to guide others and able to evaluate possible other relevant tools and templates
Can manage the trade-offs of business analysis within time / cost / quality constraints

Team Working
Works collaboratively with others, achieving a greater contribution by working together rather than alone:
Works co-operatively towards common goals with relevant colleagues
Consideration is given to colleagues at all times
Work involving other team members is coordinated and planned
Provides constructive feedback, as well as praise and encouragement to colleagues
Shares information with others and solicits advice
Views own personal capabilities as a means to contribute to the team's common purpose
Expresses positive expectations of others in their ability to reach group or team goals

15 years full time education

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.
Visit us at www.accenture.com

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