Business Analyst - ServiceNow

Business Analyst - ServiceNow

Calgary, Halifax and NYC

Responsibilities

• Act as a subject matter expert on ServiceNow platform during the design and implementation project phases
• Promote ServiceNow best practices and recommend out of the box solutions where appropriate
• Elicit requirements using interviews, requirements workshops, process document analysis, technical research, reverse engineering and prototyping
• Capture business and functional requirements in the form of user stories, use cases, process flowcharts, UML diagrams and other business process modeling techniques
• Translate technical and business requirements between business and technical teams
• Collaborate with the Architecture Review Board on defining technical design and ensure that the standards are followed when documenting technical solution
• Review proposed solutions with customers
• Collaborate with the Engagement Managers team on the projects estimates and delivery
• Build strong relationships with... projects stakeholders. anticipate issues, think proactively, and use critical thinking skills
• Write user guides, manuals and technical knowledge articles
• Keep up-to-date on ServiceNow functionality and make recommendations on how the new features can be used to enhance business processes
• Interface with the QA and Development teams to confirm that the developed solutions meet business requirements
• Assist in analysis and reporting of defects during testing phase
• Facilitate review and training sessions with functional owners and end-user representatives
• Provide implementation and post implementation support when required
• Recommend changes to established methods and suggest alternative solutions to improve quality and increase productivity

Ideal Candidate

• Strong working knowledge of ServiceNow Software Asset Management (SAM)
• Strong ServiceNow knowledge and experience in implementing ServiceNow solutions (ITSM is a must, other areas are beneficial but not mandatory)
• Experience in workflow analysis, process design, implementation and re-engineering principle
• Ability to bring clarity to complex business problems and communicate concepts in a meaningful and concise way
• Ability to understand business needs, map them to functional requirements and capture technical design solution
• Understanding of different SDLC methodologies like Agile, Waterfall, Iterative
• Understanding of IT concepts (windows platform, integrations, webservices, reports)
• Solid problem solving and analytical skills
• Broad business and management knowledge
• Ability to work effectively with people at all levels of the organization
• Client focused approach with outstanding interpersonal skills
• Excellent written and verbal communication skills
• Technical and Professional Expertise
• 3+ years of hands-on experience with ServiceNow platform
• 5+ years of experience creating and documenting requirements, specifications, and solution designs in a software development environment
• Certified Implementation Specialist Software Asset Management (SAM), or open to getting the certification
• Proficiency in Microsoft Office Suite including Visio, PowerPoint and collaboration tools
• ServiceNow Certified System Administrator (CSA) certification is a plus

If you feel you are a strong match for this career opportunity, feel free to send a cover letter and updated CV to Jon.Banfield@Twinstaffing.com or Banfield.Nic@Twinstaffing.com