Business Analyst (ServiceNow)

Position Overview

The Business Analyst is the vital link between the Pathways technical team and Pathways' client. The Business Analyst applies their ServiceNow knowledge to discover and document the client's business processes and needs using standardized and common practice methodologies. The analyst is responsible for obtaining the clients' acceptance of discovered requirements, user stories... and proposed solutions. This role reports to the Manager of Business Analysts.

Performance Standards include:

• Knowledge of Business Analysis and ServiceNow.

Understand the technical components of Service and be capable of translating them into

• requirements for development.

· Full awareness of Pathways' client requirements and strive to exceed their expectations.

· The ability to maintain a high degree of communication within Pathways and with Pathways' clients.

· Excellent communication skills (including verbal, written, and active listening).

· Analytical thinking, problem-solving, and conceptual thinking skills.

· A commitment to continued learning.

· The ability to be a Team Player.

What you get to do in this role

• Evaluate client's business processes, anticipate requirements, uncover areas for improvement, and develop and implement solutions.
• Stay up to date on the latest business process and technology advancements.
• Conduct client meetings and presentations to share ideas and findings.
• Perform requirements analysis.
• Document and communicate the results of efforts.
• Effectively communicate insights and plans to cross-functional team members and client management.
• Gather critical information from meetings with various stakeholders and produce useful reports.
• Work effectively within cross-functional teams, including clients, technicians, managerial staff, and others.
• Ensure that the solution meets the client's needs and requirements.
• Testing, Quality assurance, and client training.
• Perform user acceptance testing.
• Update, implement, and maintain procedures.
• Serve as a liaison between Pathways technical team and all stakeholders (Pathways and client).
• Monitor deliverables.
• Special assignments.

In order to be successful in this role, we need someone who has

• 2+ years experience working and delivering ServiceNow solutions.
• A bachelor's degree in business or related field or an MBA or a minimum of 5 years experience in business analysis.
• Demonstrated ability to form and maintain productive working relationships with a wide range of internal and external stakeholders.
• Exceptional analytical, problem-solving, and conceptual thinking skills.
• Conducted requirement sessions, elicited requirements from stakeholders, and managed their expectations.
• Ability to translate technical components of the discovered requirements into user stories (including acceptance criteria) for development.
• The ability to influence stakeholders and work closely with them to determine acceptable solutions.
• Excellent documentation skills.
• Experience creating detailed reports, giving presentations, and application demos.
• Competency in Microsoft applications, including Word, Vision, Excel, and Outlook.
• A track record of following through on commitments.
• Excellent planning, organizational, and time management skills.
• A history of supporting successful projects.

Preferred Certifications

• ITIL v4 Foundations
• ServiceNow System Administrator

About Pathways

Pathways Consulting Group is an Elite ServiceNow Partner with a core competency in Enterprise Service Management (ESM). We help organizations build the fundamentals to run more efficiently and align with their overall corporate strategy. We also provide organizations with the knowledge needed to enable them to make sound business decisions around people, processes, governance, and technologies, and to operate as a service provider for their customers.

Utilizing the ServiceNow platform, Pathways Consulting Group provides full end-to-end services around ESM. A solid ESM platform is key to ensure a successful implementation. Therefore, we also help organizations build and improve their ESM workflows and processes. This includes analyzing existing processes and workflows and evaluating all possible improvements, ensuring today's changes help build toward the vision of our clients' future ESM practice.

Our slogan: We listen. We care. We execute.

Our core values

Pathways has been named one of the Best Small Firms to Work For by Consulting Magazine for the last four years in a row. This honor is due to the incredible culture that we have instilled across our organization. Pathways recognizes how critical it is to have a culturally solid organization to grow and scale; therefore, we have two core values: Be Collaborative and Be Exceptional.

Our entire company is held accountable to these values. Additionally, we make considerable investments in training initiatives, knowledge transfer, team building, and one-on-one mentoring.

Business Analyst team mission

We collaboratively translate the client's needs into innovative, valuable solutions.

Our benefits

Pathways offers full benefits for employees including, but not limited to, paid and sick time off, vacation time, medical, dental, and vision insurance, 401(k) plan with employer contribution, STD, LTD, FSA/HSA and life insurance