Technical Support Analyst

Business Analyst for ServiceNow and 3rd Party applications is a NORAM based role either in RTP (Raleigh-Durham), NC or Salt Lake City, UT. As a BA, the candidate will have minimum of 3 years of experience and will work closely with other Business Analyst, Technical expert and offshore Service Provider to ensure Service delivery, evolution, adoption, etc. The role will also provide technical support for 3rd Party applications like Atlassian suite and Asana.

Key Responsibilities

Gathering and analyzing requirements

BA will work with stakeholders to understand their goals and areas for improvement, and then gather and document business requirements. They may also analyze existing processes and identify areas where ServiceNow can add value.

Translating requirements

BA will translate business requirements into functional and technical specifications, and then develop use cases, process diagrams, and requirements documentation.

Designing systems and procedures

BA collaborates with stakeholders to define and prioritize features, enhancements, and system integrations. They may also configure the ServiceNow platform to improve and automate business processes.

Testing and validating solutions

BA participates in testing and validation to ensure that delivered solution meets defined requirements and quality standards. They may also manage and execute testing, which can help prevent issues from being exposed to clients.

Supporting users

BA may triage and support issues from users on the ServiceNow platform, related applications, and modules. They may also advise on options, risk, and impacts on business processes and cultural adoption.

Release management coordination & project support

BA will be responsible to coordinate and manage release activities for ServiceNow which includes major platform upgrade and monthly/quarterly releases.

BA will also support various projects which require ServiceNow integration

Technical L3 Support for Atlassian Suite and other collaboration tools (e.g. Asana)

Mentor L1 and L2 team to be efficient in D2D operations

Maintain documentation and SOPs to reflect current processes

Coordinate severity incidents and ensure platform availability

Support Service Manager with account management

Collaborate with business regarding enhancement needs

Criteria

Not experts but have some basics with Azure, Openshift, Grafana, Prometheus, Grafana, Ruby or Python, SQL, Linux, Jenkins basic knowledge on network, production support knowledge exp - working in Agile/Kanban

Being fluent in english and spanish is mandatory

rior experience being a part of global team is preferred. Self starter with good communication skills. Must be comfortable in discussing and understanding requirements from business and to explain clearly to technical team.

Nice to have: French language.

A Bachelor’s degree is required

ServiceNow System Administrator and ITSM implementation certification is preferred

ITIL V3 or V4 certification is a must

Minimum 3 years of experience with ServiceNow

Experience working with a development team, end users, and provide leadership/mentoring to other analysts required

Proficiency in the use of repositories to archive, create lists and document libraries

Ability to trouble-shoot workflow issues for user

Experience gathering and writing requirements

Ability to perform test user functionality

Must possess the ability to communicate effectively in both writing and verbally with a strong proficiency collaborating across teams

Preferred Skills:

Experience in Web Service Integration using REST and SOAP

Experience in Directory Service Integration (Active Directory, AzureAD, LDAP, etc.)

Experience in PowerShell, JavaScript, Ansible, Terraform, Python, XML, databases, SQL, etc.

Exposure to Kubernetes, Docker Swarm, ServiceNow Orchestration, AWS EKS, AKS, etc.

Experience using software development tools / IDEs

Experience using code repositories

Exposure to Atlassian suite (Jira, Confluence, Trello) support and account management.