Business Analyst - Servicenow

• 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.
• 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.
• 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.
• Define and/or update existing business processes documents in consultation with different ITSM process owners.
• Manage product backlog and monitor resolution on reported bugs, defects, and other issues.
• 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.
• Ensure project artefacts are complete, maintained and stored in the project SharePoint site.
• Support the Adoption Change Management (ACM) team in the preparation of training materials and Knowledge articles.
• Assist in the preparing weekly/monthly status report.
• Perform other tasks as assigned by the designated National or International Staff.

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