Our client is seeking a ServiceNow Business Analyst to join our Operations and Service Management division. The ServiceNow Business Analyst will be primarily responsible for supporting the ServiceNow platform, providing business analyst and project management activities as well as hosting training sessions, drafting documentation and providing some administrative support. The incumbent will be responsible for both supporting the existing agencies and users on the ServiceNow platform as well as providing support, direction and training for the onboarding of new agencies. In addition to providing analysis, training and support services, this role will require an understanding of the ServiceNow product as well as an understanding of the custom applications and functions specific to the EOTSS environment.

Requirements

Position Responsibilities (including but not limited to):

• Develop training and documentation for both existing and new features of the product.
• Develop and maintain an understanding of the current ServiceNow ecosystem within EOTSS, including out of box features, custom applications, and integrations.
• Redesign, develop and maintain a knowledge base of documentation, help, how-to, quick tips and other articles related to ServiceNow and its use.
• Responsible for providing business analysis and project management activities in support of the ServiceNow application.
• Collaborate with the Product Manager and others on the maintenance and improvements of the ServiceNow platform and overall end user experience. Includes occasionally attending requirements gathering meetings and developing formal requirements and mockups of requested items.
• Support the onboarding of new agencies and users onto the ServiceNow platform.
• Act as SME for all ServiceNow user facing functions, including ticket creation and management, reporting, dashboards, Drive continuous improvement efforts by soliciting customer feedback via surveys, voice of the customer and daily interactions.
• Maintain an ongoing knowledge of the ServiceNow product, version upgrades and enhancements, new features, functions and known issues.
• Provide support, training, and direction for users of the ServiceNow application.
• As needed, provide administrative support for the platform, including the maintenance of users, groups, roles, and access.

Preferred Knowledge, Skills & Abilities:

• Five (5) to eight (8) years of IT Business Analysis, Project Management, or other related experience in an IT environment, preferably working with ServiceNow or other similar applications.
• Three (3) years of hands-on experience with supporting ServiceNow and familiarity with basic administration of the ServiceNow platform (CSA Preferred) as well as ITIL framework.
• Demonstrated understanding of ServiceNow best practices and functionality
• Proficient experience and hands-on knowledge and ability to align customer requirements with available ServiceNow products, features, and functions, with a focus on out of box usage.
• Ability to understand customer requirements, normalize them against current standards and present back a solution that fits the needs of the user while maintaining standards.
• Possesses the ability to own and maintain processes and standards and can say no when needed in the interest of the big picture.
• Possesses an excellent level of written and verbal communication skills, including the ability to host training sessions, give presentations and can represent the Service Management organization in a customer facing (internal and external) situation in a professional manner.
• Demonstrates customer focus and understands the importance of exceeding customer expectations.
• Demonstrates the ability to contribute to the team’s overall output, actively contributes to team meetings and providing constructive feedback.
• Strong team play with demonstrable collaboration skills.
• Ability to handle multiple projects and comfortable working in a fast-paced, rapidly changing, results-oriented work environment.
• Exceptional attention to detail; proven technical and persuasive writing skills.
• Proficient experience and knowledge working with Microsoft Office Suite, Teams, Zoom, and cloud-based communication and productivity applications.

Education and Certifications:

• Bachelor’s Degree in Business Administration or an equivalent combination of education and work experience required.
• ITIL v3 or v4 Foundations Certification is a plus, but not required.