Business Analyst - Servicenow

The Senior BA will collaborate with ITFS Client Services and Project teams, including Vendors, to ensure the timely delivery of the project output.

Specifically, the Senior Business Analyst will:

1. Conduct requirements elicitation workshop with the Project Vendor for Enhancement Projects - MyIT 2.0 and ITSDO covering the following ITSM processes – asset, incident, request, service catalog, problem, change and knowledge management and ServiceNow capabilities – Mobile application, Virtual Agent, and Generative AI.
2. Prepare and/or review business, solution, and implementation requirements documents such as but not limited to Scope of Work (SoW), High Level Solution Design, User Stories and Acceptance Criteria, Requirement Traceability Matrix, etc.
3. Work closely with the Project Vendor and Technical team to ensure the solution is clear, achievable, and aligned with the business need and expected output.
4. Define and/or update existing business processes documents in consultation with different ITSM process owners.
5. Manage product backlog and monitor resolution on reported bugs, defects, and other issues.
6. Help in the preparation and/or review of the Master Test Plan, Test Scripts and support testing activities, including QA Testing and User Acceptance Testing.
7. Ensure project artefacts are complete, maintained and stored in the project SharePoint site.
8. Support the Adoption Change Management (ACM) team in the preparation of training materials and Knowledge articles.
9. Assist in the preparing weekly/monthly status report.
10. Perform other tasks as assigned by the designated National or International Staff.

The Senior BA will play a key role in the enhancement of IT service management, ensuring that ITD’s Client Service functions optimally and align with the organization’s evolving needs and standards.

• Bachelor’s Degree in Computer Science, Information Technology or any related course.
• At least 8 years of solid experience in business analysis and 3 years in a senior business analysis role.
• Preferably with experience or expertise in the implementation of various modules and features of ServiceNow and other ITSM tools.
• Preferably CBAP or PMP certified.
• Preferably ITIL Foundation certified.
• 5 years of experience in banking, accounting, financial services sector.
• 5 years of experience in designing and documenting business processes.
• 5 years of experience in quality assurance and testing IT applications.
• Strong communication and stakeholder management skills.
• Proven vendor management skills and experience.
• Must have excellent written and spoken communication skills in English.
• Must be conversant with project management lifecycle and systems development cycle – Agile and Waterfall Framework.