Technology OpS Support Practitioner

Project Role : Technology OpS Support Practitioner

Project Role Description : Own the integrity and governance of systems, including best practices for delivering services. Develop, deploy and support infrastructures, applications and technology initiatives from an architectural and operational perspective in conjunction with existing standards and methods of delivery.

Must have skills : ServiceNow IT Business Management

Good to have skills : ServiceNow IT Operations Management

Minimum 5 Year(s) Of Experience Is Required

Educational Qualification : 15 years full time education

Overall purpose of role

Must have 5+ years experience. Business Analyst responsible for capturing & defining business requirements and ensuring delivery of those requirements within the IT Service Management function with a focus on the ServiceNow ITOM platform.

Key Accountabilities

Understand the current as is processes

Requirement specification for enhancement requests for existing ITSM/ITOM tools and processes

Leading various ITSM customer working and focus groups to solicit requirements

Direct interaction with customers as well as on and off-shore development teams

Identify areas of process and tooling improvement

Ensure gaps are clearly defined and assessed

Functional specification of target state processes

Work closely with the development teams throughout all phases

Produce test strategies and engage actively in the testing phase

Coordinate user acceptance testing with key project stakeholders to ensure deliverables align to requirements

Work closely with BA s in other ITSM streams

Take an active role in customer and stakeholder engagement sessions

Take respective ownership throughout the project lifecycle

Ongoing involvement in continuous improvement of operating process and toolset enhancement

Conversant with Agile methods including SCRUM

Decision-making and Problem Solving

Can identify common types of risks / issues and where project dependencies exist maintains simple RAID

Can engage with stakeholders of relevant business areas and take decisions

Risk and Control

Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Barclays Policies and Policy Standards.

Person Specification

Essential Skills/Basic Qualifications:

Should have a deep and broad understanding of how ServiceNow delivers ITSM/ITOM to the organisation and able to align business requirements to the specific way these are implemented within that platform.

Exposure to the following key modules is required: Change, Incident, Problem, Knowledge, CMDB, Service Catalogue

Experienced in business and operational architecture design with a solid understanding of implications on adjacent business areas.

In-depth knowledge of the breadth of services and products offered by Service Management and the business areas supported.

Should have a deep and broad understanding of how ServiceNow delivers ITSM/ITOM to the organisation and able to align business requirements to the specific way these are implemented within that platform. Exposure to the follow key modules is required.

Incident/Problem/Change

CMDB

Knowledge

Service (Request) Catalog

Business Service Models

Desirable skills/Preferred Qualifications:

Can lead complex business briefings with senior stakeholders and able to shape complex solution definitions

Very proficient knowledge of the available business analysis tools and templates, able to guide others and able to evaluate possible other relevant tools and templates

Can manage the trade-offs of business analysis within time / cost / quality constraints

Is up to date with developments in individual area of expertise

Business Knowledge:

Has good general knowledge with some detailed knowledge of products/functions outside of day to day area supported:

Can engage with stakeholders of relevant business areas

Demonstrates a good end to end understanding of the systems processing for the business area & relationships

Business Analysis:

Advanced knowledge of business analysis methodologies:

Experienced in business and operational architecture design with a solid understanding of implications on adjacent business areas

Very good knowledge of how to define/derive business requirements and specifications and able to contribute insights in discussions with senior stakeholders

In-depth knowledge of the breadth of services and products offered by Service Management and the business areas supported

Understands the organizations goals, direction and strategies

Is up to date with developments in individual area of expertise

Can lead complex business briefings with senior stakeholders and able to shape complex solution definitions

Very proficient knowledge of the available business analysis tools and templates, able to guide others and able to evaluate possible other relevant tools and templates

Can manage the trade-offs of business analysis within time / cost / quality constraints

Team Working

Works collaboratively with others, achieving a greater contribution by working together rather than alone:

Works co-operatively towards common goals with relevant colleagues

Consideration is given to colleagues at all times

Work involving other team members is coordinated and planned

Provides constructive feedback, as well as praise and encouragement to colleagues

Shares information with others and solicits advice

Views own personal capabilities as a means to contribute to the team's common purpose

Expresses positive expectations of others in their ability to reach group or team goals