Senior ServiceNow Business Analyst

The Senior ServiceNow Business Analyst role will collaborate with internal teams to define requirements, develop solutions and convert them into agile stories.

Key Responsibilities:

• Meet with stakeholders to define and document ServiceNow solutions that meet business needs and 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

Qualifications:

• 5+ years experience as a Business Analyst for Task/Workflow applications like ServiceNow, BMC Helix, Atlassian Jira Service Management, Zendesk, Freshservice
• 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