ServiceNow Business Analyst

Role Description

• . They will have a rounded background and experience with multiple ServiceNow product modules. Supporting program delivery, they will be accountable for eliciting and analyzing information from business stakeholders with ServiceNow Product Owners across multiple delivery streams.

Primary Accountabilities:

• Support the successful delivery of the Enterprise Service Management Transformation (ESMT) Program by ensuring overall processes, systems and infrastructure are efficient and aligned with business direction.
• Collaborate with ServiceNow Product Owners and Business Stakeholders to provide well defined requirements and acceptance criteria to enable quality delivery solutions.
• Support the ServiceNow Product Owners across the following ServiceNow Product & Processes:
• Incident, Major Incident, Security Incident, Problem & Change Management
• Request & Knowledge Management, Service Portal, Service Catalog
• Hardware Asset Management, HR Service Delivery
• Case Management, CMDB, Configuration Management
• Work within the Security Framework and provide support on security deliverables as part of the ESMT Program in areas such as SSO, foundational data and platform integrations
• Support ServiceNow Product Owners and Program OCM on ServiceNow module training and quick reference guides
• Support Process Improvement efforts within the ESMT Program by collaborating with Manager, Process Improvement on  Process Improvement Framework and Process Improvement Roadmap.
• Facilitates Reporting & Insights with Business Practice Stakeholders to assure best practice alignment, usage and understanding.

Required Experience:

• 7+ years’ experience in business analysis, working in an IT environment.
• Must have experience supporting the delivery of projects within the ServiceNow domain.
• Telecom background experience considered an asset.
• IIBA Certification (ECBA, CCBA, CBAP, ECBA+) or a business analysis certificate is an asset.
• Exceptional organizational, planning and negotiation skills.
• Experience eliciting and writing requirements (business/functional/non-functional) for IT projects in a multi-system environment.
• Experience working with senior level management and business stakeholders to develop business requirements and gain consensus regarding approach.
• Strong understanding of dynamic business environments and business drivers.
• Self-motivated; demonstrated ability to deliver under pressure while maintaining high standards of excellence and attention to detail.
• Excellent communication and facilitation skills, both written and verbal. Ability to communicate clearly in a variety of situations and tailor that communication, by adjusting style, method and tools, to the needs of the audience.
• Ability to quickly learn new business and technical concepts.
• Demonstrates solid analytical thinking and problem-solving skills.
• Demonstrate ability to work collaboratively, productively and with a positive attitude in a fast paced, environment, with multiple and changing priorities.
• Committed to personal and team excellence and ability to operate in a dynamic and constantly changing environment.
• Understanding and experience working in an ITIL environment.