IT Business Systems Analyst

Job Title: IT Business Systems Analyst Level 4 Lead (15 Years)

Job Location: Palm Beach GardensFlorida

Job Type: Long-term Contract

About the Role:

We are seeking a passionate and skilled Human-Centered Design (HCD) Contractor to act as the primary point of contact between our business and IT partners. This individual will contribute to ServiceNow-related projects by leveraging expertise in HCD practices and methodologies. The role requires a strong understanding of both HCD principles and ServiceNow to deliver user-centric solutions that align with business goals.

Key Responsibilities:

• Lead and participate in experience benchmarking and usability testing to ensure ServiceNow solutions meet user needs.
• Conduct user and channel behavior analysis to inform design decisions.
• Perform qualitative and quantitative research to gather actionable insights.
• Develop personas and journey maps that reflect user needs and expectations.
• Identify and address challenges through root cause analysis.
• Collaborate on experience blueprinting and value modeling to enhance solution impact.
• Facilitate design thinking workshops and co-creation sessions with stakeholders.
• Synthesize insights and present findings to business and IT partners.
• Create and iterate on storyboards and concepts to visualize ideas and designs.
• Serve as a bridge between business stakeholders and IT ensuring Salesforce projects are user-centric and technically feasible.

Qualifications:

• Proven experience in Human-Centered Design (HCD) and ServiceNow projects.
• Strong expertise in HCD methodologies such as design thinking experience blueprinting and insight synthesis.
• Familiarity with ServiceNow functionalities workflows and user experience best practices.
• Experience conducting usability testing and using research methods to validate designs.
• Ability to communicate effectively and collaborate with cross-functional teams including business and IT stakeholders.
• Hands-on experience with Figma.