This role would be responsible for providing Problem Management, Knowledge Management, Configuration and Asset Management, Service Catalogs/Workflows and Custom Workflows, Discovery, and Service Mapping. As an integral member of a broader ServiceNow team, the Sr. Business Systems Analyst actively shares knowledge with team members and continues to expand the organization's rich ServiceNow platform and capabilities. 

This role of the Senior ServiceNow Business Systems Analyst serves as a translator between technical teams and the business stakeholder community to collect, clarify, analyze and translate requirements into documentation and provide guidance on which applications and solutions will meet the business’ needs.

This position will be working directly with business stakeholders, serving in both Business Systems Analyst and Testing roles as a liaison between the development teams and the business community, and must be able to communicate effectively via phone and web conferencing as many of the stakeholders work remotely. In addition to supporting all phases of the project, this position will also be responsible for authoring content and peer-reviewing a wide array of documents, including user acceptance tests, training documentation and training delivery. This position is part of the Global Infrastructure team within IT and reports to the Manager of Infrastructure Applications. This position will be hybrid out of Atlanta, GA.

Essential Job Functions: 

• Responsible for functional facets of the software development life cycle (SDLC) including process definition and reengineering, high and detailed-level requirements gathering, vendor selection, fit/gap analysis, functional design, testing, training, reporting, support, and continuous improvement of business applications.
• Gather and define functional, usability, reliability, and performance requirements in partnership with users for the implementation and enhancement of software systems.
• Mentor, lead, and manage (if necessary) more junior team members, including other business analysts and contractors.
• Manage projects involving business system implementations, upgrades, and process improvements including setting of project timeframes and priorities.
• Partner with project stakeholders by analyzing all requirements to formulate business specifications and translate those into application functionality, deciding when to advocate and when to compromise to arrive at a mutually acceptable solution.
• Provide guidance to the client and to ServiceNow technical resources in the implementation of the to-be processes. Advise on all things functional and operational related to ServiceNow ITSM implementation projects.
• Create high-level (functional) designs that are accurately documented and mapped to business or architectural requirements and communicate those designs to the technical development teams.
• Lead business partners in their efforts to take advantage of the ServiceNow functional capabilities and in their efforts to improve their ITSM processes.
• Interact with other staff as needed to ensure smooth and efficient operation of business information systems using a diplomatic, professional and service oriented approach, including written correspondence, technical consultations, and meetings.
• Completing, developing and improving required documentation such as process flow diagrams, roles/responsibilities, workshop agendas, presentations, and gap analysis reports.
• Develop and maintain design workbooks, process documentation and ServiceNow Agile stories.

• Develop reusable, automated processes and tools to continuously improve the end-user experience.  
• Follow team procedures, identify gaps, and resolve problems effectively.
• Demonstrate and deliver excellent customer service at all times.  
• Manage and administer ServiceNow and other Shared applications.

Education, Skills, and Experience Required:  

• A Bachelor’s Degree in Computer Information Systems, Computer Science, or an equivalent degree
• Minimum of 7 years of information management experience including at least 5 years working as a business system analyst.
• Minimum of 3 years of experience configuring, administering, and working in a BSA capacity with stakeholders to customize and support business processes in the ServiceNow application. Extensive experience working with ServiceNow’s ITSM modules is required. Further experience working with other ServiceNow’s facilities, HR, and Legal modules is preferred.
• Extensive experience working in all phases of the Software Development Life Cycle (SDLC).
• Strong project management skills including the ability to define the project scope, establish a timeline, coordinate resources, communicate status, and manage the delivery of results.
• Experience in IT service management processes such as reporting, self-service portal, service catalog, incident and problem management, change management, configuration and asset management in ServiceNow.
• Experience performing business requirements gathering, data validation and data mapping review, business process flow, business process modeling
• Expert in writing detail system use cases, developing business test cases, and working with UAT and QA teams during testing phase thereby facilitating acceptance testing with stakeholders and business users.
• Proven success as business analyst through the years, providing a well-balanced understanding of business relationships, business requirements and technical solutions
• Practical experience in providing global operational support for enterprise-level organization  
• Excellent use of MS Suite of products, including Word, Excel, Access, and PowerPoint, Teams, and Outlook.

Technologies:  

• ServiceNow and available modules (ITSM Core, Change Management, Integration Hub, HR Service Delivery, Legal Service Delivery, IT Configuration Management Database, IT Asset Management, Service Portal, Agile Development)
• Confluence
• Jira

Other Responsibilities:

• Flexibility to adjust work hours to allow for video conferencing meetings with team members in other time zones, especially Europe and Asia Pacific. 
• Travel for business as required (expected to be less than 10%).
• Provide on-call support as needed for major outages and issues.
• Performs duties as assigned by immediate supervisor.
• Performs tasks necessary to complete performance objectives.
• Assists team members as needed.

The Atlanta Area base salary range for this full-time position is$116,200 - $142,000, which can vary if outside this location,plus bonus, benefits, and some roles may also include equity. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, competencies, experience, market demands, internal parity, and relevant education or training. Your recruiter can share more about the specific salary range and perks and benefits for your location during the hiring process.

Interested in finding your next role at Dolby? More information and guided steps on this process, including building your career profile and interests, can be found in our Internal Mobility article on PeopleCare portal.

You can also reach out directly to the recruiter listed on the job posting or PeopleCare if you have any questions on the process.