Business Process Analyst - ServiceNow

About SHI International Corp.

Since 1989, SHI International Corp. has empowered organizations to make a difference through technology. With consistent annual growth, we are now a $16 billion leader in IT solutions and services.

Why Work at SHI?

Commitment to Diversity: We are proud to be the largest minority- and woman-owned enterprise in the U.S.

Professional Growth: We offer continuous learning and leadership opportunities to advance your career.

Comprehensive Benefits: Enjoy health, wellness, and financial benefits that provide peace of mind for you and your family.

Workplace Excellence: Benefit from world-class facilities and access to technology that enables success, whether in our offices or yours.

Job Summary

As a premier ServiceNow partner, we focus on transforming business operations through innovative workflows and solutions. Our expert team collaborates with clients to identify improvement opportunities, implement best practices, and maximize their ServiceNow investment.

We are looking for a skilled Business Process Analyst to join our dynamic team. In this role, you will bridge the gap between our clients' business needs and ServiceNow's technical capabilities. You'll analyze existing business processes, identify opportunities for improvement, and design optimized workflows within the ServiceNow platform.

Key Responsibilities

Analyze clients' existing business processes and workflows thoroughly.

Facilitate discovery workshops and gather requirements from stakeholders effectively.

Translate business requirements into functional specifications for ServiceNow implementation.

Create process flows and workflow diagrams using industry-standard tools.

Identify and recommend process improvements to enhance efficiency and effectiveness.

Document detailed descriptions of current and future state processes.

Collaborate with technical teams for proper implementation of designed solutions.

Provide insights on ServiceNow best practices and platform capabilities.

Support user acceptance testing and process validation activities.

Deliver training to end users on new processes and ServiceNow functionalities.

Desired Skills and Competencies

Problem-Solving: Proactively tackle complex issues, collaborate for solutions, and achieve successful outcomes.

Communication: Clearly convey complex ideas to diverse audiences and foster effective communication.

Adaptability: Lead teams through change and cultivate an environment receptive to new directions.

Leadership: Drive team initiatives, collaborate in decision-making, and enhance team performance.

Teamwork: Build and lead cooperative teams with effective communication.

Self-Motivation: Take ownership of projects, collaborate when needed, and achieve results through proactive effort.

Required Qualifications

Expertise in directing projects to completion, ensuring satisfaction of stakeholders and efficient use of resources.

Proficiency in identifying, documenting, and managing the technical needs of projects.

Deep understanding of system design, build, and maintenance.

Experience with coding in various languages for task automation and software development.

Knowledge of IT infrastructure components and orchestration tools.

Ability to craft detailed Statements of Work (SOWs) for professional services engagements.

Extensive experience with large scale IT projects focused on design, deployment, and configuration.

Strong proficiency with the ServiceNow platform and core applications.

Experience with process mapping tools like Visio or Lucidchart.

Understanding of workflow automation and integration principles.

Familiarity with project management methodologies and data analysis tools.

Other Requirements

A Bachelor's degree or relevant work experience.

3+ years in business process analysis, preferably in IT service management.

ServiceNow certification (Certified System Administrator or higher) preferred.

Strong understanding of ITIL framework and IT service management principles.

Experience with process improvement methodologies such as Lean or Six Sigma.

Willingness to travel occasionally.

The base salary for this position ranges from $120,000 to $160,000, with estimated on-target earnings (OTE) of $150,000 to $200,000, including base salary and bonus/commission. The compensation is based on individual qualifications, skills, experience, and variations by market location. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.

Equal Employment Opportunity - M/F/Disability/Protected Veteran Status