ServiceNow Business Analyst

Chandler, TX - USA

Monthly Salary: Not Disclosed

Posted on: 5 hours ago

Vacancies: 1 Vacancy

Job Summary

Job Title: ServiceNow Business Analyst

Job Type: FTE

Location: Chandler AZ (Hybrid)

Key Responsibilities:

Requirements Gathering & Analysis:Collaborate with business stakeholders to understand their needs and document detailed business requirements for ServiceNow solutions including ITSM ITOM CSM CMDB and other ServiceNow modules.
Business Process Mapping:Analyze and map existing business processes identify areas for improvement and propose streamlined workflows that leverage ServiceNow functionality.
Solution Design:Work closely with ServiceNow developers and architects to design solutions that meet business requirements ensuring the alignment of the ServiceNow platform with business objectives and ITIL best practices.
User Stories & Documentation:Develop detailed user stories process flows and use cases for ServiceNow configurations customizations and integrations.
Configuration Support:Assist in the configuration of ServiceNow applications including setting up business rules workflows forms reports and dashboards to meet business requirements.
Testing & Quality Assurance:Coordinate user acceptance testing (UAT) ensuring that solutions are thoroughly tested and meet business expectations before deployment.
Stakeholder Communication:Maintain regular communication with business users and technical teams to ensure alignment on project goals timelines and deliverables.
Continuous Improvement:Identify opportunities for continuous improvement and optimization of ServiceNow processes and functionalities based on business feedback and performance metrics.
Training & Support:Provide training and support to end-users on new or enhanced ServiceNow features ensuring a smooth transition and adoption of new solutions.
Change Management:Help support the change management process for ServiceNow upgrades and enhancements ensuring proper communication and user readiness for changes.

Required Qualifications:

Experience:5 years of experience as a Business Analyst with at least 3 years specifically focused on ServiceNow implementations and process automation.
ServiceNow Knowledge:Deep understanding of IT Service Management (ITSM) IT Operations Management (ITOM) Customer Service Management (CSM) and CMDB.
Business Analysis Skills:Strong ability to analyze business requirements model processes and translate them into technical specifications. Proficiency in creating user stories workflows and process documentation.
Communication Skills:Excellent verbal and written communication skills with the ability to effectively collaborate with both business and technical teams. Strong presentation and facilitation skills.
Stakeholder Management:Proven ability to work with various stakeholders including business leaders IT teams and external vendors to gather requirements manage expectations and deliver results.
Problem-Solving:Strong analytical and problem-solving skills with the ability to address complex business challenges and propose effective solutions.
ITIL Knowledge:A solid understanding of ITIL frameworks particularly in the context of ServiceNow is highly beneficial.
Certifications:ServiceNow Certified System Administrator (CSA) or Business Analyst certifications (e.g. CBAP IIBA) are highly desirable.

Preferred Qualifications:

Experience working in Agile/Scrum environments including participation in sprint planning retrospectives and daily stand-ups
Knowledge of ServiceNow integrations (REST/SOAP) and data management
Familiarity with ServiceNow CSM features including Case Management Customer Portals Knowledge Management Omnichannel Engagement (email chat virtual agent) and experience configuring and optimizing customer service processes
Familiarity with advanced ServiceNow features like Flow Designer Virtual Agent or Performance Analytics
Experience with data migration and integration projects involving ServiceNow
Understanding of cloud technologies (AWS Azure) and how they integrate with ServiceNow

Required Skills:

ServiceNow

Job Title: ServiceNow Business Analyst Job Type: FTE Location: Chandler AZ (Hybrid) Key Responsibilities: Requirements Gathering & Analysis:Collaborate with business stakeholders to understand their needs and document detailed business requirements for ServiceNow solutions including ITSM ITOM CSM ...