Full-Time ServiceNow Business Analyst

ServiceNow Business Analyst is critical in bridging IT business needs with the ServiceNow platform.

Key Responsibilities

• Requirements Gathering & Analysis: Work with business users to understand needs, evaluate features, and present them to stakeholders for release consideration or roadmap inclusion. Document business requirements, user stories, and acceptance criteria. Translate business needs into functional and technical ServiceNow requirements.
• Process Improvement & Optimization: Analyze existing workflows, associate them with product suites, and recommend improvements. Advise on process automation. Identify opportunities for business value from ServiceNow offerings and data reuse.
• Stakeholder Collaboration: Act as a liaison between business teams, developers, and administrators. Facilitate workshops, interviews, and meetings to gather insights. Communicate technical solutions to business users.
• UAT Support: Work with administrators and developers to implement changes. Support system testing, UAT, and deployment.
• Reporting & Dashboards: Define reporting needs, build dashboards, monitor application usage, and recommend enhancements. Use ServiceNow Performance Analytics to track metrics and ensure data accuracy.
• Documentation & Training: Create process documentation, SOPs, and training materials. Conduct user training sessions. Maintain documentation on system changes and configurations.

Required Competencies

• Strong knowledge of ServiceNow modules (ITSM, ITOM, HRSD, etc.).
• Experience in business process analysis and workflow automation.
• Ability to create user stories, process flows, and functional specifications.
• Familiarity with Agile/Scrum methodologies.
• Strong analytical, critical thinking, and problem-solving abilities.
• Experience presenting and negotiating with stakeholders at all levels.
• 2+ years of overall software-related technical analysis experience
• 2+ years of experience with agile work item management and agile-based requirement methods
• Ability to handle multiple projects simultaneously

Education

A Bachelor's degree in a related field is preferred.

Clearance Requirements

Must be a US Citizen and have a Public Trust clearance or the ability to obtain one.

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