Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description:

Job Description

ITSM Service Now Business Analyst:

In this role you will be responsible for Service Now ITSM process readiness for an upcoming production migration and post-migration hyper-care. Individuals in this role are expected to have deep understanding of Service Now, the incident, problem, and change processes, and have previous experience as a Service Now implementation partner.

KEY RESPONSIBILITIES:

• Learning, with deep expertise in design ITSM processes of Incident, Problem, Change, Knowledge, and Request Management and related integrations, service catalog, and service portal.
• Conducting end-to-end Service Now testing of transformed ITSM processes in SIT, UAT, and Production environments
• Documenting technical testing and end-user UAT testing scenarios including identifying required CMDB data to support testing
• Creating UAT testing scenarios for automated testing frameworks (ATF)
• Troubleshooting and triaging failed UAT test scenarios and documenting any defects uncovered
• Testing of defects/stories in SIT
• Conducting application and implemented business process demonstrations and trainings to end-users and stakeholders
• Conducting one-way and two-way live and recorded interactive training sessions for small, medium, and large audiences including preparation of material and voice-overlays
• Creating procedures and training material for end-users
• Performing post-migration hyper-care for end-users
• Oher ITSM business analyst / process needs as identified by management

GENERAL CHARACTERISTICS REQUIRED:

The successful candidate will need to be a hands-on self-starter, capable of working with others around the world. This includes:

• Pro-active, can-do approach
• Customer focus
• Accuracy and attention to detail
• Personal commitment/flexibility
• Excellent interpersonal and communication skills
• Demonstrable ability to multi-task and prioritize effectively
• Dynamic, enthusiastic, confident, reliable team member

MINIMUM QUALIFICATIONS & EXPERIENCE REQUIRED:

• Minimum of 5 years of experience as an ITSM business analyst
• Minimum of 3 years of experience working with the Service Now platform as an ITM business analyst
• Minimum of 3 years of experience working with as an implementation partner to assist organizations in Service Now migrations
• Understanding of the Incident, Problem, Change, Configuration, Knowledge, and Request Management processes
• Experience in test plan creation and execution, including automated test scripts
• Experience implementing systems using the Agile/Scrum methodology, including the user of Jira
• Experience in the System Development Life Cycle (SDLC) processes including client requirement analysis and system design
• Experience designing and implementing IT process workflows, procedures, and technical standards
• Solid understanding of service management as it pertains to IT services
• Professional working proficiency in English (spoken and written) - native or TOFEL C1/C2, IELTS 7.5 or higher certified or equivalent certification.

PREFERRED CANDIDATES HAVE:

• ITIL v3 or v4 foundations certification
• Scrum Master certification (CSM)
• 7 years of experience working with the Service Now platform as a business analyst
• Previously experience working within the ITSM operations of incident, problem, and/or change management processes

Mandatory Skills: Service Now Integrations and Automation .

Experience: 5-8 Years .

The expected compensation for this role ranges from $60,000 to $135,000 .

Final compensation will depend on various factors, including your geographical location, minimum wage obligations, skills, and relevant experience. Based on the position, the role is also eligible for Wipro's standard benefits including a full range of medical and dental benefits options, disability insurance, paid time off (inclusive of sick leave), other paid and unpaid leave options.

Applicants are advised that employment in some roles may be conditioned on successful completion of a post-offer drug screening, subject to applicable state law.

Wipro provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Applications from veterans and people with disabilities are explicitly welcome.

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