ServiceNow Sr. IT Business Analyst (IT Service Management and Business Service Management)

ServiceNow Sr. IT Business Analyst (IT Service Management and Business Service Management)

At Alcon, we are driven by the meaningful work we do to help people see brilliantly. We innovate boldly, champion progress, and act with speed as the global leader in eye care. Here, you’ll be recognized for your commitment and contributions and see your career like never before. Together, we go above and beyond to make an impact in the lives of our patients and customers.

We foster an inclusive culture and are looking for diverse, talented people to join Alcon. As a ServiceNow Sr. IT Business Analyst, you will be the liaison between the business/end users and ServiceNow development team to support the ITSM business requirements, evaluating the business requirements for prioritization and implementation planning, present to business for validating the functionalities in the show-back and perform user acceptance testing. The individual will be responsible for tracking product roadmap for ServiceNow ITSM, features introduced in each release, tracking critical metrics for adoption of product features and improve adoption across business functions.

In this role, a typical day will include:

• Stakeholder Collaboration: Work closely with multi-functional teams, including IT operations, infrastructure, security, business services and service management. Capture requirements, prioritize features, and ensure alignment with business needs. Build positive relationships with collaborators by providing excellent service/support and consistent communication as appropriate. Work with different function partners for on-boarding into ServiceNow for ITSM processes. Making recommendations for solutions or improvements to business processes that can be accomplished through new technology or alternative uses of existing technology.
• Requirement Gathering and Analysis: Conduct detailed analysis of business and technical requirements, translating them into actionable user stories, acceptance criteria, and product features.
• Product Management: Prioritize the product backlog, ensuring that it reflects the most valuable features and enhancements based on input from partners, user feedback. Good understanding of ServiceNow product roadmap and features introduced per major release. Prepare a plan for introduction of new features and improve product adoption. Identify integration of ITSM with ServiceNow products and 3rd Party products, support end to end process integration.
• Release Planning and Execution: Plan and coordinate releases of ITSM stories/requirements within the ServiceNow platform, working closely with development teams, scrum masters, and other partners to deliver high-quality releases on schedule. Work with the release manager/coordinator for the release communications.
• Service Catalog Definition and Implementation: Work with the different groups for defining the Service Catalogs for the different Service requirements and work with the development team to implement the same. Track usage and adoption of the Service Catalogs and Service portals in ServiceNow.
• Continuous Improvement: Monitor key performance indicators (critical metrics), feature adoption rate, and conduct regular retrospectives to find opportunities for continuous improvement of adoption and various critical metric measures. Identify areas for demonstrating the AI/ML/Gen AI features for bringing in improvement on the various Service management operational Support analysis of business processes and provide innovative and scalable solutions to increase operational maturity through identification and implementation of the automation opportunities.

WHAT YOU'LL BRING TO ALCON:

• Bachelor’s Degree or Equivalent years of directly related experience (or high school +13 yrs;Assoc.+9 yrs; M.S.+2 yrs; PhD+0 yrs)
• The ability to fluently read, write, understand, and communicate in English
• 5 Years of Relevant Experience

Preferred Qualifications:

• Bachelor’s Degree in Computer Science or Information Technology
• Experience in IT service management, IT Operation Management, Business Service
• 4+ years of experience as a ServiceNow Business Analyst, with a track record of optimally delivering sophisticated and global ITSM solutions in the ServiceNow platform.
• Solid understanding of ITSM principles and practices, including but not limited to
  • Incident Management
  • Problem Management
  • Change Management
  • Knowledge Management
  • Service Request Management
  • Service Level Management
  • Release Management
• Experience working with the ServiceNow ITSM Pro features (Now Mobile, Performance Analytics, Virtual Agent, Predictive Intelligence, Workspace etc)
• Strong analytical and problem-solving skills, with a focus on driving business valu