Senior Officer, Services Delivery

Job Description

Business Analysis:
– Work closely with stakeholders to gather and document
business requirements;
– Analyze current business processes and recommend
improvements using ServiceNow and in-house tools;
– Prepare user stories, workflows, and technical requirements
documents;
– Collaborate with development teams to ensure solutions
meet user needs;
– Lead or support Agile ceremonies such as backlog grooming
and sprint reviews.

Quality Assurance
– Develop and maintain test plans and test cases for new
features and bug fixes;
– Perform system testing, regression testing, and coordinate
UAT sessions;
– Track and document defects, ensuring timely resolution by
developers.

System Support
– Serve as first/second-level support for ServiceNow and
in-house systems, resolving user issues;
– Troubleshoot integration and performance issues.
Perform routine platform administration and user access
control;
– Monitor and optimize system health and performance;
– Collaborate with vendors or internal developers for
enhancement and maintenance work.