Key Responsibilities
- Serve as the primary bridge between Cloudwise stakeholders and our technical units to capture, define, and verify requirements for Cloudwise ITSM and CSM deployments.
- Analyze and translate business needs into user stories, functional specifications, process flows, and solution designs.
- Partner with technical leads to oversee Cloudwise (ITSM) configuration, ensuring alignment with client specifications.
- Perform rigorous analysis of current platform functionalities against emerging client demands.
- Work alongside with quality assurance (QA) teams to architect test scenarios and ensure seamless end-to-end functionality.
- Orchestrate UAT phases and provide expert guidance during go-live and post-launch stabilization.
- Track platform health and metrics to inform the Cloudwise (ITSM) roadmap and identify value-add enhancements.
- Maintain deep subject matter expertise on the latest product releases and features.
Experiences, Skills & Knowledge
- Stay up to date with new features and capabilities in the ITSM platform.
- At least 5 years of experience as ITSM or ServiceNow projects business analyst
- Ability to articulate complex technical requirements fluently in both English and Chinese to facilitate close partnership with our R&D centers.
- Strong knowledge of ServiceNow ITSM (Incident, Problem, Change, Request, CMDB, etc.).
- Hands-on understanding of ITSM CSM (case management, knowledge base, SLAs, customer portals).
- Experience with Agile/Scrum delivery methodologies.
- Strong analytical and problem-solving skills.
- Experience working with global and cross-functional teams.
- Bachelor's degree in Computer Science, Information Systems, Business, or related field.
