Bangalore, Karnataka, India
Information Technology
Other
Infinite Computer Solutions Ltd.
Overview
Scope of Work
The scope of work of OneITSM Business Analyst shall include supplier to
Mandate Skill Set
Major tool in scope: ARS/Remedy/ITSM Ticketing environment.
The skill and competencies required are
Deliverables
The scope of work of OneITSM Business Analyst shall include supplier to
- Understand business needs of end user and manage expectations
- Translate Business needs into effective requirements
- Analyze current mode of operations (process, network, tools etc. related)
- Propose future mode of operations, standard solutions and best fit for dedicated cases
- Support application and process teams to deploy FMO
- Create Low Level Design document and update the same
- Define Test cases / plan and acceptance criteria for solutions
- Carry out and / or provide support in System Integration Testing (SIT), interface testing with other Nokia tools and / or customer tool
- Provide support in User Acceptance Testing (UAT) and / or Operation Readiness Testing (ORT)
- Able to cover Nokia’s Network operation processes: Alarm /Event management, Incident Management, Problem Management, Change Management, Asset and Configuration Management, Field Force Management, Service Level Management etc
- Able to cover Nokia’s network operation tools: EMSs/NMSs (multi-vendor), Netcool, ITSM/Ticketing tool (BMC Remedy), Smart Services Delivery Platform (SSDP), Field Dispatch/ Work force Management (myWFM), insights (Reporting) etc
Mandate Skill Set
Major tool in scope: ARS/Remedy/ITSM Ticketing environment.
The skill and competencies required are
- 3+ years of understanding of REMEDY’s architecture, functionality, modules (IM, CM, PM, KM, CMDB etc.) and workflows.
- 3+ years knowledge of Process Modeling: identify existing workflows, analyze gaps, define requirements, and create optimized workflows in Remedy
- Basic Level understanding of databases
- Integration and APIs: Have knowledge of system integration, such as web services, APIs (Application Programming Interfaces) and data formats (e.g. JSON or XML)
- Good and clear communication
- Ability to explain technical details in simple business language
- Primary language shall be English
Deliverables
- Create and Maintain Low Level Design document (LLD). As and when required, carry out a read out / explain LLD to all stakeholders (end user, application team etc.)
- Create and maintain field mapping ticketing document (e.g., values mapping, endpoints, payloads example, etc.) between OneITSM and other interfacing tool/s
- Use Case Analysis: Identify the various scenarios and interactions between users and the ITSM system
- Test Plan document: Describe the testing approach and provide a detailed description of test scenarios to ensure the ITSM solution functions are working as intended
- Run the tests in SIT. Support tests in UAT and ORT
- Retry Mechanism Test: in case of integration failure
- Support onboarding of new projects / enhancement to existing projects
- Support in Incident troubleshooting, Investigation, Analysis, and its resolution
- Analyze the change requests with requestor, Create and agree specification for change requests, Coordinate the development of those changes, Testing of changes
Qualifications
B.TECH
Range of Year Experience-Min Year
5
Range of Year Experience-Max Year
8
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