Requirements Gathering & Analysis:
- Collaborate with business stakeholders to gather, analyze, and document business requirements for ServiceNow implementations and improvements.
- Translate business needs into functional specifications and user stories.
- Assist in prioritizing requirements based on business needs and technical feasibility.
- Solution Design & Documentation:
- Work with technical teams to design ServiceNow workflows, configurations, and customizations based on business requirements.
- Work with Service Now Architects to maintain detailed documentation, including functional specifications, process flows, and system architecture diagrams.
Process Optimization:
- Analyze existing business processes and workflows to identify areas for improvement and automation.
- Assist in designing and implementing best practices for process improvements within the ServiceNow platform.
- Stakeholder Communication:
- Act as a liaison between business stakeholders and technical teams, ensuring clear communication and alignment throughout the project lifecycle.
- Provide ongoing support and guidance to business users on ServiceNow capabilities and process changes.
Testing & Quality Assurance:
- Develop test plans, test cases, and execute system testing to ensure solutions meet business requirements.
- Support user acceptance testing (UAT) by providing necessary documentation and guidance to end-users.
Training & Support:
- Provide training and support to end-users to maximize the use of the ServiceNow platform.
- Assist in troubleshooting and resolving issues reported by users and stakeholders.
Continuous Improvement:
- Stay up-to-date with the latest ServiceNow features and best practices.
- Recommend enhancements and new features based on business needs and ServiceNow updates.
Qualifications:
- 3+ years of experience as a Business Analyst with a focus on IT Service Management (ITSM) solutions, particularly ServiceNow.
- Proven experience in gathering and documenting business requirements, creating user stories, and collaborating with cross-functional teams.
- Hands-on experience with ServiceNow modules such as Incident Management, Problem Management, Change Management, Asset Management, Service Catalog, and Knowledge Management.
Skills:
- Strong knowledge of ITIL processes and ServiceNow best practices.
- Excellent communication, analytical, and problem-solving skills.
- Experience with ServiceNow reporting and dashboard creation.
- Ability to work effectively in both independent and team environments.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
Certifications (Preferred but not required):
- ServiceNow Certified System Administrator (CSA).
- ITIL Foundation Certification.
- ServiceNow Certified Application Developer or Implementation Specialist.
Personal Attributes:
- Strong attention to detail and a proactive approach to problem-solving.
- Ability to manage multiple priorities in a fast-paced environment.
- Collaborative and team-oriented, with excellent interpersonal skills.
- Strong customer service orientation with a focus on improving user experience.
Education:
- Bachelor’s degree in Business, Information Technology, or a related field (or equivalent experience).
Systems & EngineeringFull timeIrving Texas United States$125,760.00 - $188,640.00
Anticipated Posting Close Date:
May 19, 2025View Citi’s and the poster.