ServiceNow Business Analyst

Job Description:

What we do:
The Business Analyst is responsible for gathering requirements, working with Process Consultant and Tech Lead to develop solutions to business process problems and provide solutions that match our clients’ business needs. The Business Analyst also writes customized training materials to align with the project.

A day in the life will include:

• Analyzes business processes and documents functional requirements to increase operational maturity
• Translates and documents client needs into actionable requirements
• Develops use cases, process diagrams, and requirements documentation using stories and scrum tasks in ServiceNow (Implementation Hub)
• Collaborates with clients and the Fruition project team to design appropriate process solutions
• Evaluates requirement changes and provide feedback to ensure alignment with original design objectives
• Advises on options, risk, and impacts on business processes and cultural adoption
• Follows up on outstanding client needs and provides timely status reports to project manager
• Communicates technical problems and solutions to both technical and non-technical audiences
• Creates end-user training materials based on project requirements
• Builds positive relationships with clients by providing excellent service/support and consistent communication as appropriate
• Performs accurate internal operational tasks such as time tracking, expense reporting, and knowledge sharing
• Travel, up to 50%, is required

Skills Required:

• Minimum three years of previous business analyst experience
• Strong customer service and exemplary communication ability, both written and verbal
• Ability to translate technical specifications into business requirements and vice-versa.Ability to document the process and tool functionality for training purposes
• Excellent presentation skills. Thorough attention to detail, ability to multitask, and effective time management skills
• Knowledge of Service Management frameworks such as ITIL®
• Working or advanced knowledge of ServiceNow. Consulting experience is strongly preferred
• Bachelor’s degree in Informatics, Information Systems, or similar preferred
  

ServiceNow Processes we support

• Incident
• Problem
• Change
• Knowledge
• Release
• Catalog and Request Management
• PPM
• HR
• GRC
• SLM
• SecOps
• Configuration Management
• Asset Management
• Software Asset Management
• CSM
• Facilities
• Field Service Management
• Lift
• ITAM Expedition
  
  

Other Qualifications

• Strong communication and consulting skills
• Good leadership skills to coach and guide less experienced personnel
• Good strategic management and planning skills
• Ability to deal with and resolve ambiguity
• Ability to anticipate problems and take decisive action, giving regard to the impact on both the client and the company
• Ability to adjust the personal style to different situations
• Ability to lead and work in a team environment
• Ability to understand and identify with client business and business conditions

Willingness to travel