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Job DescriptionWork Mode: Hybrid – 3 Days OnsiteKey Responsibilities:• Requirement Gathering and Analysis - Act as a liaison between business stakeholders and technical teams to gather, document, and validate requirements for ServiceNow (ITSM, ITOM modules)• Collaborate with stakeholders to gather and analyze business requirements.• Translate business needs into technical specifications and user stories.• Analyze and translate business needs into user stories, functional specifications, process flows, and solution designs.• Support ServiceNow configuration and customization in partnership with technical teams.• Document and map current ITSM processes and perform gap analyses against desired or best practice.• Collaborate with QA teams to define test scenarios and validate functionality.• Work with the development team to ensure requirements are understood and implemented correctly.• Assist in configuring ServiceNow applications based on business requirements.• Serve as a liaison between business units, IT, and the ServiceNow development team.• Facilitate meetings and workshops to gather and refine requirements.• Create and maintain comprehensive documentation for processes, workflows, and solutions.Required Skills:• Overall 8+ years of experience working as Business Analyst.• Minimum 5 years of experience working as a Business Analyst with a focus on ServiceNow (ITSM, ITOM modules).• Proven experience in requirement gathering, process design, and solution implementation.• Familiarity with ITIL processes and frameworks is highly desirable.• Strong knowledge of ServiceNow ITSM (Incident, Problem, Change, Request, CMDB, etc.).• Hands-on understanding of ServiceNow ITSM and ITOM modules Experience with Agile/Scrum delivery methodologies.• Strong analytical and problem-solving skills.• Excellent verbal and written communication abilities.• Experience working with global and cross-functional teams.• Ability to work independently and as part of a team.• Nice to have - ServiceNow Certifications (CSA or CIS or ITIL)Qualifications Required:• Bachelor’s degree (BE) in Information Technology, Computer Science or a related field.RequirementsExperience (Years): 8+ Essential Skills: • Work with project teams throughout the organization to design, implement, and manage CDN infrastructure using Akamai, to ensure high availability, performance, and scalability for customer facing applications and business processes. • Handle multiple priorities and assignments with excellence and precision. • Be a part of a 24/7/365 organization (some after hours support is expected as part of normal on-call rotation). • Directly support line of business development teams, provide guidance to them on implementation and changes for customer facing applications • Develop and maintain security protocols and measures to protect CDN infrastructure from cyber threats. • Monitor and analyze network performance, identifying and resolving issues to optimize content delivery of critical applications. • Collaborate with cross-functional teams to integrate Akamai CDN solutions with existing systems and applications. • Collaborate with information security teams to implement DDoS protection strategies and other security measures in the CDN. • Provide technical support and guidance to clients and internal teams regarding CDN and security best practices. • Work closely with vendor and professional service teams on delivery related activities and strategy. Qualifications: • Bachelor’s degree in Computer Science, Information Technology, or a related field. OR similar work experience. • Strong understanding of network protocols (HTTP/HTTPS, DNS, TCP/IP). • Proven experience as a CDN Engineer or similar role, with a strong focus on cybersecurity. • In-depth knowledge of Content Delivery Network technologies, including caching, load balancing, and content optimization. • Excellent problem-solving skills and attention to detail. • Strong communication and teamwork abilities. • Experience supporting 24/7/365 customer facing applications at enterprise scale. • Awareness and experience with cybersecurity tools and practices, such as firewalls, intrusion detection/prevention systems, and encryption. • Proficiency in scripting and automation (e.g., Python, Bash) a plus. • Relevant certifications (e.g., CISSP, CEH) are a plus but not required.
