Full-Time ServiceNow Business Analyst

The ServiceNow Business Analyst bridges gaps between IT needs and the ServiceNow platform. They work with stakeholders at all levels to gather requirements, analyze processes, and ensure successful HR and Workplace Service Delivery solution implementations via ServiceNow.

Salary: Up to $135,000 (depending on experience)

1. Requirements Gathering & Analysis:
   • Understand business needs and evaluate features.
   • Present features to stakeholders for roadmap inclusion.
   • Document requirements, user stories, and acceptance criteria.
   • Translate business needs into ServiceNow functional/technical requirements.
2. Process Improvement & Optimization:
   • Analyze workflows and associate them with product suites.
   • Recommend process improvements and automation.
   • Identify business value opportunities from ServiceNow offerings.
   • Identify opportunities for automation and efficiency gains.
   • Comply with FDIC governance (CTRB, CCB, SIA) and release management.
   • Align ServiceNow with industry best practices.
3. Stakeholder Collaboration:
   • Liaison between business teams, developers, and administrators.
   • Facilitate workshops, interviews, and meetings.
   • Communicate technical solutions to business users.
4. UAT Support:
   • Implement changes with administrators and developers.
   • Support system testing, UAT, and deployment.
5. Reporting & Dashboards:
   • Define reporting needs and build dashboards for business insights.
   • Monitor application usage and recommend enhancements.
   • Track key metrics using ServiceNow Performance Analytics.
   • Ensure data accuracy and compliance with reporting standards.
6. Documentation & Training:
   • Create process documentation, SOPs, and training materials.
   • Conduct user training sessions.
   • Maintain documentation on system changes and configurations.

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