Red hat Principal Business Systems Analyst 

United States, North Carolina, Raleigh 

192516768

*Telecommuting permitted: work may be performed within normal commuting distance from the Red Hat, Inc. office in Raleigh, NC.

What You Will Do:

• Establish and manage strategy for the channels in which associates can seek help and support, including the service portal, support chat, and ServiceNow mobile.

• Make business decisions and clearly communicate requirements through epics and stories so they are understood.

• Collaborates with the agile development team, including UX designer and UI developer, on detailing the user stories and defining acceptance criteria.

• Participate in the scrum ceremonies (daily, planning, demo, and retro) with the development team.

• Verify features related to ServiceNow Service Portal after upgrades and feature releases and work closely with other ServiceNow product and process owners within Red Hat to identify opportunities and/or conflicting initiatives.

• Coordinate with Enablement lead and OCM lead to plan communication and training activities related to new/changed features/functionality released.

• Coordinate with Knowledge as a Service (KaaS) or technical writer to create and maintain the Knowledge Base Articles related to the ServiceNow Service Portal.

• Identify KPIs (Key Performance Indicators), create metrics and develop dashboards based on HotJar and Google Analytics.

• Support the Citizen Developer Program to ensure adoption of the established best practices for the ServiceNow Service Portal product.

What You Will Bring:

• Bachelor’s degree (U.S. or foreign equivalent) in Information Systems, Software Engineering or related field (in lieu of a 4-year Bachelor’s degree, will accept a 3-year degree from an accredited U.S. or foreign university) and four (4) years of experience in the job offered or related role.

• Must have four (4) years of business analyst or product owner direct experience.

• Must have two (2) years of experience with: Agile Frameworks; ITIL or Service Management Frameworks; ServiceNow Platform; and ServiceNow service portal, mobile apps, and AI technology.

• Must have experience with digital product ownership including developing and maintaining the product vision and roadmap.

The salary range for this position is $127,629 - $170,500. Actual offer will be based on your qualifications.