Job Description

The ServiceNow Senior Business Analyst serves as a translator between technical teams and the customer’s business community to collect, clarify, analyze and translate business requirements into documentation and conceptual design from which ServiceNow solutions are developed. This position works with the ServiceNow Solution Architect to ensure the solution is technically feasible, identifies areas to reduce implementation efforts, defines detailed stories with acceptance criteria, and works within the context of an agile/scrum development framework.    

This position will be working directly with customer and coworkers and must be able to communicate effectively via phone and web conferencing as many of customers and coworkers work remotely.  

In addition to supporting all phases of the project, this position may also be responsible for authoring content and peer-reviewing a wide array of documents, including functional, technical, training as well as marketing, and proposals.

Key Areas of Responsibility

Develop a thorough understanding of the customer’s requirements and assist the project team in applying industry best practices and detailed knowledge of ServiceNow to help design an optimal solution that supports the business process that meets or exceeds functional requirements
Assist the technical team in translating application functionality into application architecture and the production of a business functionality requirements statement
Document workflows and results of business analysis
Write stories, with acceptance criteria and functional test, in accordance to agile best practice guidelines
Perform functional test on each story configured
Assist in quality management reviews and ensures that all business and design requirements are met
May also assist and lead test plan development and execution
May also assist and develop and deliver end-user training
Support Organizational Change Management (OCM) efforts by providing information on the “to be” solution
Develop strong internal relationships with key stakeholders and subject-matter experts across the organization
Serve as the thought leader to help define business processes, system usage, behavior and information requirement needs
Decompose business problems quickly and determine the root cause and provide solution alternatives

Education and/or Experience Qualifications

2 years working on the ServiceNow platform
4 years of experience designing and developing process workflows and writing stories

Required Qualifications

ServiceNow Certified System Administrator (CSA) - Current or within 6 months of hire
Excellent written and verbal communication skills with the ability to effectively communicate across company and department boundaries at all levels
Demonstrated work experience in process definition including facilitation, process documentation, change control, and process improvement
Ability to effectively facilitate and lead meetings, tailoring messages to the given audience
Effective in evaluating information, identifying risks and opportunities, while possessing creative problem-solving skills with an understanding of business concepts and models
Proven ability to elicit project and system requirements
Expert negotiation and persuasion skills, with the ability to enable win-win resolutions
History of balancing multiple priorities simultaneously with the ability to adapt to the changing needs of the business while meeting deadlines
Critical attention to detail and solid creative problem-solving skills
Demonstrated knowledge of the business, organization and solutions that are the back bone of the organization
Ability to adapt to changing conditions, strategies and organizational direction
Adept at question/challenge existing business assumptions and constraints
Demonstrated ability to understand how change will benefit the organization
Demonstrated ability to critically evaluate information, identify risks and opportunities, while possessing creative problem-solving skills with an understanding of business concepts and models
Proven track record of successfully supporting the needs of project team members and internal stakeholders (locally and virtually)
Strong working knowledge of requirements gathering software support, data mining tools and Microsoft Office applications
Demonstrate influence without authority
Ability to work in a high performing team environment
Ability to understand, remember, and apply oral and/or written instructions or other information. Ability to organize thoughts and ideas into understandable terminology. Ability to multi-task, organize and prioritize. Ability to apply common sense in performing job. Ability to understand and follow basic instructions and guidelines.
Knowledge of ITIL
Ability to travel up to 10%

Preferred Qualifications

Bachelor’s degree in Computer Science, Information Technology or a related field
Certified Implementation Specialist CSM, HR, ITSM, ITBM, ITOM, SecOps or other ServiceNow certifications
Certified Associate in Project Management (CAPM), Project Management Professional (PMP), Agile SAFe, Scrum Master, or ITIL certification
Familiarity with cost/benefit and ROI data analysis
Ability to effectively resolve conflict with appropriate escalation