The ServiceNow BA/QA Analyst is primarily responsible for, and provides subject-matter expertise and testing support of, the School’s ServiceNow workflow management tool. This position provides second and third-level support for issue resolution and represents customer interests in IT meetings and projects.
• Develops and maintains up-to-date technical and administration documentation for a portfolio of technologies, especially ServiceNow;
• Documents and understands patterns of business activities across units within HBS IT;
• Maintains a schedule of configuration changes, validation tasks and maintenance tasks to ensure seamless delivery to users;
• Works within the School’s existing IT infrastructure to assist in project development, testing, and implementation of systems upgrades;
• Develops and maintains deep knowledge of current industry trends, staying abreast of changes as they occur in order to provide technology leadership in that arena for the School;
• Participates in the evaluation of other administrative technologies that might be used to supplement the current environment;
• Answers Tier II and Tier III support requests for administrative technologies; Escalates support requests/Incidents/Major Incidents to both HBS IT software development teams and third-party vendors as required, managing them to resolution;
• As a member of ATS, s/he may also be tasked with other job responsibilities and projects as needed.