ServiceNow Analyst

Description:

The ServiceNow Analyst is responsible for helping business partners implement ServiceNow technology solutions in a cost-effective way by determining the requirements and communicating them clearly to teams. The Business Analyst provides general analytical support across the entire organization, and therefore should understand key business processes, key business drivers, and the short- and long-term direction of service management. During development, the business analyst will deal with issues and questions as well as provide support in implementing required changes. The Business Analyst III also performs user testing and supports quality efforts.

Tasks and Responsibilities

· Assesses client needs utilizing a structured requirements process (gathering, analyzing, documenting, and managing changes).

· Helps align technology solutions with business processes.

· Investigates and develops ideas and positions on technology and business issues.

· Analyzes customer’s systems and operations to understand their strengths and weaknesses to determine opportunities for improvements.

· Develops, writes, and communicates business requirements for the implementation of ServiceNow.

· Creates user stories, use case diagrams, and value stream map.

· Develops user test cases and validates test results.

· May review and approve test plans and monitors testing process to ensure that business results are adequately tested with minimal risk.

· Ensures that business requirements have been met by the solution.

· Investigates problems and develops recommendations for resolution.

· Identifies risk associated with solutions and collaborate with IT resources for mitigation strategies.

· Develops communication materials such as presentations and written and oral communications.

· Research and identify best practices of ServiceNow implementation and administration.

· Establishes and maintains relationship with business partners to provide appropriate solutions.

· Keeps customers informed of problems, issues, and resolutions.

· Analyzes performance metrics to ensure customer satisfaction.

· ServiceNow end user and customer communication.

· ServiceNow end user and customer training.

Minimum Qualifications

· Bachelor’s degree in Computer Science, Information Systems, Business, or another related field or equivalent work experience.

· 5+ years of relevant technical and business work experience.

· Requires experience/in-depth knowledge of business operations and systems requirements processes.

· Proficiency in (International Institute of Business Analysis) IIBA principles and practices.

· Accuracy, analytical skills, critical thinking, reading comprehension, active listening, speaking, judgement and decision-making, writing, detail, monitoring.

· Specific ITSM or ITIL experience and exposure

· Strong background as a Business Analyst

· Understanding of risk management and security

· Proficiency in Microsoft Office productivity tools (Word, Excel, PowerPoint, Outlook, Teams), reporting tools such as SQL Server Reporting Services (SSRS)

· Deep knowledge of ServiceNow implementation

Preferred Qualifications

· Proven experience of documenting Business Requirements, Functional Specifications, Test Scripts and Test Plans, and End User Training

· Experience using a structured SDLC or agile/scrum methodology required

· Leads testing for tool upgrades

· 5-plus years’ experience in Service Management

· Must be able to independently design, develop, implement, manage, and support various projects

· Preferred Software and Other Tools: SharePoint, Microsoft Project, Microsoft Visio, JIRA, Confluence, etc.