NetApp ServiceNow TechnoFunctional Business Systems Analyst 

United States, North Carolina 

518602209

• 5 to 10 years of experience as a ServiceNow TechnoFunctional Business Systems Analyst with a focus on ITIL, ITOM (CMDB, CSDM, Discovery, Service Mapping, Service Graph and Event Management) , ITSM( Incident Management, Problem Management, Change Management, Knowledge Management, Service Portal, Service Catalog ), and ITBM (Agile, Scrum Project Management)
• A Bachelor of Arts or Science Degree required; Information Technology, or related technical field is desirable.
• Proficient in ServiceNow tables, classes, data modelling, data architecture. Should be able to understand the requirements from business and work through agile/scrum process. Manage coordination across various technical and functional teams.
• A proven hands-on experience in ServiceNow, CMDB, Discovery, DevOps, IaaS(Infrastructure as a Service), and Cloud Self-Service portals and implementations.
• Fluent in understanding and designing Integrations with other IT tools like Ansible, Microsoft DevOps, JavaScript, JSON, and GraphQL, REST APIs and other relevant technologies.
• Work on site (Hybrid) in the headquarters located in RTP, Raleigh North Carolina
• Must be authorized to work in the United States (Employment Authorization (EAD), Green Card or Citizenship)
• Strong oral and written communication skills; including process documentation.
• Strong analytical, problem-solving, negotiation, task and project management, and organizational skills.
• Experience working with IT development staff on complex projects.
• Strong understanding of engineering principles and practices.
• Strong technical background with advanced personal computer skills including: Microsoft Office(Word, PowerPoint, Excel), Project, Visio, and MS SQL database.
• Ability to work collaboratively within a team environment of other business systems analysts, cross functional peers, and highly technical resources to drive projects successfully.
• Ability to evaluate, define and prioritize projects.
• Ability to handle multiple tasks concurrently.

Essential Functions:

Business Functional Knowledge:

• Collaborate with business users to define processes that meet business needs.
• Ensure processes are scalable and flexible to meet future business need.
• Design processes that can be implemented with minimal disruption to supporting systems, and that are cost effective.
• Anticipate the needs of stakeholders affected by process change.
• Ensure that proposed changes represent the best overall fit for the organization.

Business Requirements Definition and Technical Team Coordination:

• Develop and define IT requirements to support process and system changes.
• Lead the functional and technical design sessions to identify gaps and opportunities.
• Create detailed functional design documents for conversions, interfaces, and reports.
• Coordinate with IT development teams to manage the development process and resolve issues.
• Prepare and execute testing plans to ensure high quality results.

Support and Technical Sustaining Operations:

• Monitor implemented systems and processes to ensure high performance.
• Manage support requests to ensure timely and thorough resolution of issues.
• Engage with vendor service support groups to bring resolution to system performance or other processing issues.
• Serve as a resource to superusers for education on technical system functionality.

Project Management:

• Develop implementation and project plans.
• Monitor and drive resolution of issues.
• Document and communicate status updates to team members and Management.
• Estimate resource requirement and determine IT impacted groups.
• Develop project roadmap with the key stakeholders.
• Manage stakeholders’ expectations and relationships.