Remote

Start/End Dates: 4/15/2024 - 4/14/2025

An overview of this role

The ServiceNow Business Analyst assists the lead or works independently designing, developing and implementing IT processes, conducting research and performing analysis required to build respective modules within ServiceNow Platform, captures business requirements in a form of agile stories, as well as testing configured functionalities end to end as soon as these have been developed.

Key Tasks:

• Participates in design, test and transition of Service Management and Service Integration Solutions within ServiceNow Platform

• Performs thorough data analysis in order to provide requirements for developers enabling configuration and customization

• Provides 'Early Life Support' delivering Service Management and Service Integration services and handing over support to the future delivery teams

• Designs and execute E2E training which can include hosting live training sessions and issuing training documentation from Train the Trainer to training support staff

• Support the test phases with the test team

• Assists in gathering core configuration requirements, translate these into design model and manage the overall implementation process in cooperation with developers

• Captures customers and service providers' requirements into stories, helps to solution the approach and manage the overall implementation process in cooperation with developers

• Support the management of the requirements traceability matrix

• Support and create any necessary project documentation that relates to evidencing our requirements.

• Documenting our processes and procedures and supporting the creation of solution and operations documents

• Assisting Delivery teams to rectify issues and improve service delivered to the customers against ServiceNow Platform.

• Develop strong business cases and ROI calculations to justify and measure the business value delivered.

• Proactively identify opportunities for improvement, automation, optimization or quality improvements.

Skills Required/Desired:

• Experience in IT Service Management design, transition or operations processes

• Experience in business analysis and configuration or administration of 2 modules of ServiceNow Platform

• Understanding Scrum Methodology

• Expert organizational and time management skills with the ability to prioritize, self-starter able to work independently with minimum of supervision

• Interpersonal skills, to help negotiate priorities and to resolve conflicts among project stakeholders; such as clients and internal team members

• Strong analytical skills are needed to critically evaluate the information gathered from multiple sources, reconcile conflicts

• Decompose high-level information into details

• Facilitation skills to assist gathering requirements in workshops and provide training to clients and internal team members

• Use of industry recognized technologies in order to facilitate work environment

• Experience in communicating across all levels of an organization, at the most senior level

Qualifications:

• ITIL Foundation

• COBIT, VeriSM, IT4IT, Lean IT (optional)

• Scrum certified (optional)

• ServiceNow Certified System Administrator (strongly desired)