Role description: (Please include a brief outline of the impact this role will have, including overview of customer industry and projects, access to cutting-edge technology etc.)Leading various ITSM customer working and focus groups to solicit requirements. Direct interaction with customers as well as on and off-shore development teams Identify areas of process and tooling improvement. Key responsibilities: (Up to 10, Avoid repetition) Identify areas of process and tooling improvement. Ensure gaps are clearly defined and assessed. Functional specification of target state processes Key skills/knowledge/experience: (Up to 10, Avoid repetition) 5 Year Experience Service Now Business Analyst ,BFS Domain Knowledge and other Module in Service now