Job Description:

ServiceNow Business Analyst Role:

We are seeking a new team member to function as a ServiceNow Business Analyst for ServiceNow Platform. The ServiceNow Business Analysts primary responsibility will be working with clients and provide functional requirement across the ServiceNow platform. The role will be responsible for product-wide:

·       Strategic planning: Involve defining and aligning business goals with actionable plans to meet evolving organizational needs. Strategic planning ensures that the business objectives are clear and that resources are allocated effectively to achieve these goals.

·       Business model analysis:  Examine the policies, market strategies, and frameworks that define how a business operates. The goal is to enhance competitive advantage and operational efficiency by understanding and optimizing the business model.  

·       Process design: Focus on creating, standardizing, and optimizing workflows to improve productivity and consistency across the organization. Effective process design aims to reduce redundancy, increase efficiency, and ensure that processes are scalable.  

·       Systems analysis: Involve interpreting and translating business requirements into technical specifications for IT solutions. Systems analysis ensures that the technology implemented supports the business objectives and integrates seamlessly with existing systems.  

·       Platform configuration and development: To configuring no-code platform features and ensuring adherence to organizational development policies. BAs work with IT to develop, modify, and deploy applications that automate business processes. 

This role will serve as the business Analyst to the ServiceNow platform to guide and enable process/product owners and other stakeholders to conduct workshops, gather requirement translate business requirements into feasible functional requirements that will then be developed on the platform. This role will need to analytics duties, also engage in configuring platform features and collaborating with IT teams. This role involves collaborating with multiple departments and stakeholders across their organization. The primary goal is to optimize business operations and drive strategic decisions.

Accountabilities:

• Understanding business needs by stakeholders and translating requirements for technical teams. 

• Gathering data by conducting surveys, workshops, and tests.  

• Analyzing and modeling data to draw actionable conclusions to support business goals, including those related to technical implementations. 

• Assessing risks and opportunities by evaluating the potential impact of proposed changes.  

• Developing strategic and operational solutions to address any potentially problematic issues or IT challenges.  

• Designing or modifying systems and processes to help implement changes in ways that are efficient and effective.  

• Presenting recommendations by communicating findings and proposed solutions to stakeholders or technical teams to gain approval and support.  

• Documenting findings, analyses, and recommendations clearly and concisely.  

• Guiding staff through the implementation process to ensure solutions are integrated effectively.  

• Measuring the success of changes and identifying further areas for improvement. 

• ServiceNow System Administrator, and ServiceNow Implementation Specialist certified required.

• Experience with Agile/SCRUM methodology required.

• Experience with ServiceNow ATF preferred.

• Preferably ITIL Certified

• Expertise in Incident, Change, Problem, Asset, CMDB, Service Catalog, Report, and Workflow configuration and scripting (JavaScript)

• Experience leading technical lifecycle of projects end implementation.

• Experience in CSM Module and custom applications

• Experience designing enterprise application environment with integrations and customizations to support multiple business processes Mandatory 'Non-Technical' Skills, Knowledge & Abilities

• Strong team player but also able to work independently without supervision • Strong analytical and communication skills.

• Ability to write and communicate detailed documentation (project specifications, requirements, and plans) for both technical and non-technical audiences.

• Ability to multitask and scale quickly in a fast-paced environment.

• Ability to lead small teams of developers to meet sprint commitments and objectives.

• Demonstrated success managing and completing complex projects, on time.

• Demonstrated aptitude for learning new technologies quickly.

Differentiating Competencies:

This role requires a unique combination of technical acumen, functional knowledge, and the strategic vision to bring it all together. The successful candidate will hold both ServiceNow and ITIL certifications and have a strong understanding of the interdependencies and integration points of all ITIL processes. The candidate but be able to Influence, guide, govern, and design ServiceNow solutions supporting the ITSM, ITOM, HRSD, CSM, SPM product used by a broad set of global stakeholders. This person will also need to have a scalable and cohesive vision for the integration strategy with ServiceNow – particularly with how third-party tools and processes coexist with ServiceNow. The successful candidate must be agile, resilient, and able to convince management and stakeholders to adopt best in class solutions which may not be in the short-term interest of all parties.

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