Role: ServiceNow BA/QA

Location: Austin,TX

Duration: Long Term

Work description:

The role of this position is to provide advanced business analysis and quality assurance support for Client’s ServiceNow implementation, its integrations and dependencies, including the following ServiceNow modules and technologies: ITOM (IT Operational Management), ITSM (IT Service Management), Employee Center, SPM (Strategic Portfolio Management, MID (Management, Instrumentation and Discovery) Server utilization and configuration, and cloud and application-level security solutions. This includes the application of BA/QA relevant skills and knowledge towards the evolving needs of the ServiceNow user base at Austin Energy, as well as optimized ROI/Utilization of continually upgraded functionality provided by ServiceNow and Austin Energy, and finally to support growth of the ServiceNow platform where opportunity exists to more fully leverage the platform and services provided.

• Work with decision makers, system owners, and end users to define business, financial and operational requirements and system goals.
• Lead requirements gathering sessions to elicit requirements, specifications, business processes, and recommendations related to potential IT solutions.
• Create models, use cases, process flows, specifications, diagrams and charts to provide direction to developers, designers, and vendors providing software development.
• Evaluate compatibility and interoperability of commercial off the shelf or in house technology solutions against defined business needs.
• Review and analyze the effectiveness and efficiency of existing systems/services and developing objectives to improve or further leverage the ROI, Operability, effectiveness and end user intuitiveness of those systems and their functionalization.
• Perform cost benefit and ROI analyses to aid in making IT business decisions
• Produce reports, recommendations, or alternatives that address existing and potential trouble areas in IT applications specifically that cross/mingle with applications within the Service Management portfolio.
• Coordinate and perform software quality assurance/testing to support pre-implementation readiness of software development changes, enhancements, releases, and upgrades.
• Provide post-implementation support of software development, core software functionality, reported incidents, and end user requests for software and functional training in the use of the product.