Technology Ops Support Practitioner

Technology OpS Support Practitioner

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 ManagementMinimum 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 SolvingCan 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.

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

Team WorkingWorks collaboratively with others, achieving a greater contribution by working together rather than alone:Works co-operatively towards common goals with relevant colleaguesConsideration is given to colleagues at all timesWork involving other team members is coordinated and plannedProvides constructive feedback, as well as praise and encouragement to colleaguesShares information with others and solicits adviceViews own personal capabilities as a means to contribute to the team's common purposeExpresses positive expectations of others in their ability to reach group or team goals

15 years full time education

About Accenture

Accenture is a leading global professional services company that helps the world's leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world's leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

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