Lead Analyst

This is the world’s leading global manufacturer and marketer of major home appliances. 

• Liaising between IT and business requester and development team
• Facilitating process design sessions to document detailed process flows
• Facilitating application design and requirements gathering sessions
• Communicating with requesting parties regarding status of development and enhancement requests
• Translating functional user requirements into technical requirements
• Ensuring requests are documented with latest information
• Providing support to development and team throughout release cycle
• Providing timely information as required to aid training and communication
• Interacting with process and application owners to ensure that requirements are being satisfied
• Coordinating with testing team to ensure defect free releases
• Facilitate process design sessions to document detailed process flows
• Document existing and future state business processes, define and document functional requirements, and conduct information flow analysis and process modeling within and across the organization
• Proactively seek opportunities to improve process and task execution across the organization
• Facilitate process design sessions to document detailed process flows
• Document existing and future state business processes, define and document functional requirements
• Conduct information flow analysis and process modeling within and across the organization
• Prepare and present related material to project teams, steering committees and/or stakeholder organizations in the form of written deliverable and presentations
• Identify the complexity of services and requests and identify opportunities for automation
• Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish requests from the underlying true needs
• Proactively communicate and collaborate with external and internal customers to analyze information needs and functional requirements and deliver artifacts as needed
• Stay up to date with latest technology offerings
• Provide Leadership that inspires others to succeed and develop
• Continually seek opportunities to improve SDLC process

• 1+ years working experience with ServiceNow within a mid/large sized organization
• Must be able to demonstrate a solid technical understanding of ServiceNow the Incident Management and how it interfaces with other ITIL Processes, IT and business functions
• Strong documentation skills
• Excellent interpersonal skills
• Advanced communication skills including the ability to communicate with people of wide ranging business focus and levels of responsibility
• Ability to express views and reasons for decisions and present findings, investigations and metrics clearly
• Presentation Skills and ability to develop and deliver reports with clear, relevant and concise data
• Analytical thinking and be able to learn how to absorb and analyze large amounts of information
• Ability to prioritize changes to accommodate the ever changing landscape within the organization
• Ability to effectively manage conflict
• Initiative, motivation and capability to manage diverse workload effectively and accustomed to seeking solutions
• Demonstrated success in working with highly technical teams in identifying and creating technical solutions
• ITIL (IT Infrastructure Library) methodologies associated with Service Management – ITIL Foundation certification is nice to have 
• Bachelors Degree