ServiceNow Business Analyst

ServiceNow Business Analyst assists the PMO team or works independently designing, developing and implementing IT processes, conducting research and performing analysis required to build respective modules within ServiceNow Platform, captures business requirements in a form of agile stories, as well as testing configured functionalities end to end as soon as these have been developed.

Responsibilities

Service Management Implementations

• Participates in design, test and transition Service Management and Service Integration solutions within the ServiceNow Platform
• Performs thorough data analysis, while engaged in projects, in order to provide requirements for developers enabling configuration and customization
• Assists in gathering core configuration requirements, translate these into design model and manage the overall implementation process in cooperation with developers,
• Captures customer's and service providers' requirements into stories, solution the approach and manage the overall implementation process in cooperation with developers.
• Designs and execute trainings and UAT.

Service Management Remediation projects

• Assisting Delivery teams to rectify issues and improve service delivered to the customers against ServiceNow Platform.
• Captures customer's and service providers' requirements into stories, solution the approach and manage the overall delievery process in cooperation with developers. Must be able to understand customer's pain points and appropriately solution a proposed fix.

Skills required

2+ years ServiceNow ITSM experience

2+ years ServiceNow BA experience

Understanding Scrum Methodology

Expert organizational and time management skills with the ability to prioritize, self-starter able to work independently with minimum of supervision

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,

Decompose high-level information into details,

Facilitation skills to assist gathering requirements in workshops and provide training to clients and internal team members

Use of industry recognized technologies in order to facilitate work environment

Demonstrate experience in communicating across all levels of an organization, at the most senior levels

Education Required Bachelors degree in Business Administration or related field; equivalent of 4 years of related work experience acceptable in lieu of a degree

Certifications required

ITIL Foundation+

Preferred Qualifications

COBIT, VeriSM, IT4IT, Lean IT

Scrum certified

ServiceNow Certified System Administrator, specific module: presales/micro-certifications