Senior ServiceNow Business Analyst

The Senior ServiceNow Business Analyst plays a crucial role in collaborating with internal stakeholders to define requirements, develop solutions, and convert them into agile stories with acceptance and testing criteria. This role ensures technical viability, identifies opportunities to reduce implementation efforts, finalizes solutions, and updates stakeholders on progress.

Key Responsibilities:

• Meet with stakeholders to define and document ServiceNow solutions that meet business needs and organizational objectives
• Own the relationship with stakeholders to identify, prioritize, model, and document business process and data requirements
• Analyze patterns of business activity to understand demand levels for stakeholder requests
• Ensure business requirements are understood, developed, tested, and delivered to specifications
• Respond to ServiceNow service issues, and administration requests
• Create quality content and documentation for workflows, services, user guides, testing, training, and self-service
• Represent project stakeholders throughout planning, development, and release phases
• Work with the platform team to develop release estimates
• Coordinate User Acceptance Testing (UAT)

Qualifications:

• 5+ years' experience as a Business Analyst for Task/Workflow applications like ServiceNow, BMC Helix, Atlassian Jira Service Management, Zendesk, Freshservice, etc.
• Strong oral and written communication skills
• Proficiency in MS Office Suite
• Ability to create Workflow and Swim Lane documentation
• Understanding of ITIL frameworks – Service management, Change Management, Configuration Management, and Release Management
• Experience managing relationships, operating procedures, and service level agreements with clients and coworkers
• Experience in test plan creation and execution
• Understanding Agile methodologies
• Experience designing and implementing IT and Non-IT related process workflows, procedures, and technical standards

Preferred Qualifications:

• 3+ years' experience with ServiceNow
• ITIL certification
• ServiceNow Admin certification a plus
• Agile scrum Master certification a plus