ServiceNow Business Analyst

About the job
ROLE OBJECTIVE & DELIVERABLES:

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 based upon Client requirements. This will comprise of capturing business requirements in the form of stories, working with the scrum master and the development team to oversee build of the stories, as well as testing configured functionalities end to end as soon as these have been developed.
Main duties

Work closely with Clients to understand and translate their business and technical requirements
Organise and own workshops, capturing the output in the form workflows, minutes, actions, decisions, issues and risks
Provide creative solutions to resolve business problems via agreed Client requirements on the ServiceNow platform, utilising existing Out of the Box capabilities, process gaps (ITIL or equivalent) and cultural challenges (people)
Create use cases and document requirements as Stories for the Client to ratify and the Development Team to configure/build
Assist in the documentation of integration requirements between systems for configuration by development teams
Organise and own the scrum process (e.g., stand-ups, burndowns & story pointing)
Build and own development sprints, technical development stories and any technical build documentation needed as part of a customer engagement
Support the technical delivery of transformation projects based on the ServiceNow platform
Review development outputs, e.g., forms and workflow
Drive the testing of process & own the defect log
Support for UAT with project team members
Manage and oversee workstream risks, issues and client reporting, supporting Delivery Lead
Provide guidance to junior resources and assist in growing and strengthening the practice capability.
KEY SKILLS & EXPERIENCE:

Must Have
Strong knowledge of the ServiceNow Platform (especially ITSM and CMDB) and the potential value and benefits that can be delivered to Clients, either OOB or with minimum customisation
Maintain knowledge in line with each ServiceNow upgrade, patch, enhancement, and new product lines
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
An aptitude for problem solving
Skilled in conducting / leading workshops of minimum of 10 people
Can communicate both verbally and in written form clearly and informatively and listen
Expert organisational and time management skills with the ability to prioritise, self-starter able to work independently with minimum of supervision
Decompose high-level information into details
Ability to articulate technical IT changes in clear and simple manner to business stakeholders.
Ability to define problems, collect data, establish facts in a structured way for detailed analysis
Ability to analyse large amounts of complex information in order to reach valid and justifiable conclusions
Experience of working in an Agile methodology and applying Agile practices where applicable
Understanding of the ‘end to end’ view of how business processes are supported by tools and applications.
Practical experience of documenting process maps using Visio or other tooling.
Knowledge of Microsoft Office application suite software (MS Word, Excel, PowerPoint and Visio)
Should Have
Fundamental understanding of the implications of applications architecture and other technical considerations.
ITIL V3 or V4 Foundation certification
Business Analysis centric qualifications e.g., BCS or IIBA
ServiceNow Certified System Administrator
Scrum or Agile certification
Developer or Architect experience