Red Hat Business Analyst - ServiceNow in Sao Paulo, Brazil
At Red Hat, we connect an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-performing solutions. We offer cloud, Linux, middleware, storage, and virtualization technologies, together with award-winning global customer support, consulting, and implementation services. Red Hat is a rapidly growing company supporting more than 90% of Fortune 500 companies.
Red Hat Information Technology (IT) team is looking for a Business Analyst to join us in Sao Paulo, Brazil. In this role, you will assist the IT Service Management (ITSM) Suite development and administration team with technical documentation, training of associates on the ITSM applications, user and group administration, requirements gathering and documentation, and triaging of support tickets. You’ll need to be a good communicator and have excellent people and customer service skills balanced with technical skills.
Primary job responsibilities
Document how to use the ServiceNow applications
Provide reporting and report training
Be responsible for group data administration
Train associates on the various tools and applications in ServiceNow
Monitor and triage the ticket queue to groom ServiceNow requests
Work with the lead administrators and developers on various projects by gathering and documenting request for enhancement (RFE) requirements
Provide excellent customer service to Red Hat associates
Create catalog items and workflows and perform other administrative functions within ServiceNow
Experience with ITSM or other service desk-oriented tool sets
Experience with training for user applications, specifically ticketing systems
Experience writing documentation for software applications
Intermediate computer and web tool experience
Experience gathering and documenting customer requirements for software development
Customer service and communication experience
ServiceNow-specific experience is a big plus
The following are considered a plus:
Developer and administrator experience
ITSM platform administration experience
Experience with collaboration tools
Workflow diagramming experience
Information Technology Infrastructure Library (ITIL) foundation certification
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Job ID 68017
Category Application Development