ServiceNow Business Analyst

The ServiceNow business analyst works independently designing, developing, and implementing IT processes, conducting research and performing analysis required to build respective modules within the ServiceNow Platform.

They capture business requirements in the form of agile stories, which they then test and measure to ensure that the systems are working as expected.

Also responsible for performing system analyses on software programs, applications, and web services, the business analyst identifies system efficiency and functionality by liaising with internal departments and end-users.

They are also responsible for obtaining approval for system development projects.

Looking for an experienced profile having overall experience of 10+ years in the Business Analyst role and 6+ years in ServiceNow service management.

Key Responsibilities:

1. Analyzes ServiceNow business processes and documents functional requirements to increase operational maturity.
2. Translates and documents client needs into actionable requirements.
3. Develops use cases, process diagrams, and requirements documentation.
4. Collaborates with clients and the Fruition project team to design appropriate process solutions.
5. Evaluates requirement changes and provides feedback to ensure alignment with original design objectives.
6. Follows up on outstanding client needs and provides timely status reports to the project manager.
7. Builds positive relationships with clients by providing excellent service/support and consistent communication as appropriate.
8. Responsible for working with suppliers to prioritize day-to-day ‘business as usual’ requests.
9. Accountable for planning (using agile methodology) for new functionality that comes in the tool with new implementations and business as usual requests.
10. Audits the tool for appropriate usage, including license audits and ITIL process audits.

Key Skills/Knowledge/Experience:

1. Proven experience of documenting ServiceNow Business Requirements, Functional Specifications, Test Scripts, Test Plans, and End User Training.
2. Experience using a structured SDLC or agile/scrum methodology required.
3. Experience of designing or working with integrated processes primarily with HR Management System and Identity Management System desired.
4. Leads testing for tool upgrades.
5. 6-8+ years’ experience in Service Management.
6. Must be able to independently design, develop, implement, manage, and support various projects.

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