ServiceNow Business Analyst - Performance Analytics

Beyond20 is seeking a strong ServiceNow Business Analyst to help manage performance anayltics and reporting, gather and analyze requirements, document processes, and perform some user acceptance testing. We are looking for candidates that have an analytical way of thinking and can explain difficult concepts to non-technical users.

Essential Duties and Responsibilities:

As a ServiceNow Business Analyst, you will:

• Use ServiceNow business intelligence tools, and data visualization platforms to generate reports, dashboards, and presentations that highlight key insights and process improvement opportunities.
• Apply IT Service Management (ITSM) expertise to analyze data, identify trends, and recommend enhancements for tools and processes.
• Develop dashboard visualizations to surface improper ticket reassignments.
• Analyze, visualize, and prepare data insights to aid in strategic decisions for a large scale Enterprise Services Desk and enterprise-wide policy decisions
• Scope, gather requirements, and develop designs in support of dashboard and Performance Analytics deliverables including build and ownership of multiple ServiceNow dashboards
• Perform functional testing and data validation of ServiceNow dashboard visualizations prior to release to client
• Provide services to create automation efforts and reduce manual work in data heavy processes
• Provide knowledge in business process and system analysis, design, improvement, and implementation efforts or in translating business process needs into technical requirements.
• Use available computer systems to support performance improvements and determine the most useful business solution. 
  
• Support activity and data modeling, development of upgraded business methods, identification of best practices, and creating and assessing performance measurements. 
  
• Use data provided by cost estimators to create overall cost versus benefit assessment while considering functional benefits, technical performance, risks, and schedule concerns. 

 Required Qualifications:

• U.S. Citizenship is required.
• Eligible to obtain and maintain Government Security Clearance.
• Bachelor’s Degree or additional years of professional experience
• 2 years of experience as a business or data analyst or working in a related field
• Excellent verbal and written communication skills (including presentation development) with customers and end-users, and team members
• Excellent problem-solving and collaborative skills
• Strong leadership and team building skills

Preferred Qualifications:

• ServiceNow System Administrator (CSA) certification
• Experience with Continual Improvement initiatives
• Understanding of ITIL best practices
• ITIL Foundations training or certification