Technical Business Analyst -Service Now

Aon is in the business of better decisions

At Aon, we shape decisions for the better to protect and enrich the lives of people around the world.

As an organization, we are united through trust as one inclusive, diverse team, and we are passionate about helping our colleagues and clients succeed

What the day will look like

• Attend meetings/workshops with ServiceNow customers to clearly understand overall requirements and evaluate technical feasibility and effort estimates for all ServiceNow modules (Incident/Problem/Change/Catalog Items/ System Integrations/ Custom Plug-ins, Platform architecture, performance analytics etc)
• Convert valid/feasible technical requirements into refined low level design to code ensuring that the design standards are not compromised
• Provide daily updates in Scrum Stand-up sessions
• Work with suppliers to ensure they are adhering to our design and change guidelines
• Keep evaluating new features/functionalities of ServiceNow and work with Platform owner to incorporate them on our platform
• Provide weekend and On-Call support for the ServiceNow Platform

Job Location:

Aon Chicago Downtown office - 200 E Randolph

Skills:

• Minimum 3+ years' service now experience supporting the implementation, administration, configuration of the ServiceNow tool.
• Administration of a ServiceNow instance including the delegation of groups, workflows, business rules, UI actions, UI policies, ACLs, dictionary, catalog items and updates of all other existing solutions requiring revisions
• ServiceNow Experience should include debugging and developing scripting in ServiceNow, tool configuration, design work, technical configuration, & deployment. Specifically, candidates shall possess the skill to develop on the ServiceNow platform including the modification of the core applications such as Incident, Problem, Change, Service Catalog and ESM applications as well.
• Good communication skills
• Understanding of ITIL framework
• Partners with the Aon Service Delivery and ITSM teams to deeply understand their requirements. Collect, review, analyze, and manage business, user, and system requirements from Aon stakeholders to create clear, concise, and correct user stories.
• Bridge the gap between business and technology ensuring common understanding and alignment of business / technology including functional (for business needs) and non-functional requirements (quality attributes, scalability, interfaces, constraints, etc.)
• Convey business requirements and design concepts with models such as gap analysis, use cases, prototypes, etc. as appropriate.
• Create, refine, and maintain functional requirements/user stories/use cases and associated work you're doing - process flows, test cases, etc. to meet development and stakeholder needs
• Enhance initial demand requests, add required collaborators, prioritize, and approve demands in collaboration with stakeholders. Work closely with the developer to assess the effort required and categorize/prioritize the demand accordingly.
• Ensure solution design for requests is aligned with platform design standards and best practices and documented accurately in the system. In case of any customization, obtain vital approvals in the Technical Governance connect and update the Technical Debt Register
• Manage and / or complete the UAT process by performing smoke testing, test case validation, and obtaining business approvals on UAT for scheduled deployments. Establish show-back sessions for projects and large demand before launch.
• Effective quality and time management, code review and checklist validation
• Business Analyst is ultimately responsible for the overall outcomes of the demands, including success and failure. Defects to be tracked to measure outcomes.
• Contribute in a collaborative way to the team with information-sharing and cooperation to avoid any conflicts across other demands being managed by the team. All projects and large demands must be communicated within the team as part of Daily stand-up or team meetings
• Plays governance, advisory role, as well as SPOC for the identified products & portfolios to proactively find opportunities to enhance business value by using various features of the platform.
• Ensure proactive reports for subscription usage, demand management effectiveness, are scheduled and sent out to the respective Product owners monthly. Documented roadmap must be shared and updated on an ongoing basis
• Presides over the Product/Portfolio Governance Demand Board. Meet with the stakeholders regularly to understand their changing business needs and drive adoption. Maintain the minutes in a central tracker (demand management, sprint planning, retrospective, roadmap, innovation opportunities, adoption, user experience, defects, etc.). Share the agenda with stakeholders in advance.
• Ensures stability and usability of the platform is maintained across production and non-production environments
• Performs proactive platform maintenance at repeated intervals
• Leads platform upgrade planning and execution
• Resolves technical critical issues, including responding to defects

Qualifications:

• Bachelors/Masters in Computer Science or minimum years of experience
• ITIL Foundation Certified preferred
• ServiceNow Certified Administrator preferred
• Agile/Scrum certification would be an advantage preferred

How we support our colleagues

In addition to our comprehensive benefits package, we encourage a diverse workforce. Plus, our agile, inclusive environment allows you to manage your wellbeing and work/life balance, ensuring you can be your best self at Aon. Furthermore, all colleagues enjoy two "Global Wellbeing Days" each year, encouraging you to take time to focus on yourself. We offer a variety of working style solutions, but we also recognize that flexibility goes beyond just the place of work... and we are all for it. We call this Smart Working!

Our continuous learning culture inspires and equips you to learn, share and grow, helping you achieve your fullest potential. As a result, at Aon, you are more connected, more relevant, and more valued.

Aon values an innovative, diverse workplace where all colleagues feel empowered to be their authentic selves. Aon is proud to be an equal opportunity workplace.

Aon provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, veteran, marital, domestic partner status, or other legally protected status. People with criminal histories are encouraged to apply.

We welcome applications from all and provide individuals with disabilities with reasonable adjustments to participate in the job application, interview process and to perform essential job functions once onboard. If you would like to learn more about the reasonable accommodations we provide, email ReasonableAccommodations@Aon.com

For positions in San Francisco and Los Angeles, we will consider for employment qualified applicants with arrest and conviction record in accordance with local Fair Chance ordinances.

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

Pay Transparency Laws:

The salary range for this position (intended for U.S. applicants) is $74,600 to $99,400 annually. The actual salary will vary based on applicant's education, experience, skills, and abilities, as well as internal equity and alignment with market data. The salary may also be adjusted based on applicant's geographic location.

This position is eligible to participate in one of Aon's annual incentive plans to receive an annual discretionary bonus in addition to base salary. The amount of any bonus varies and is subject to the terms and conditions of the applicable incentive plan.

Aon offers a comprehensive package of benefits for full-time and regular part-time colleagues, including, but not limited to: a 401(k) savings plan with employer contributions; an employee stock purchase plan; consideration for long-term incentive awards at Aon's discretion; medical, dental and vision insurance, various types of leaves of absence, paid time off, including 12 paid holidays throughout the calendar year, 15 days of paid vacation per year, paid sick leave as provided under state and local paid sick leave laws, short-term disability and optional long-term disability, health savings account, health care and dependent care reimbursement accounts, employee and dependent life insurance and supplemental life and AD&D insurance; optional personal insurance policies, adoption assistance, tuition assistance, commuter benefits, and an employee assistance program that includes free counseling sessions. Eligibility for benefits is governed by the applicable plan documents and policies.

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