Servicenow Business Analyst

Process Design and Implementation:

• Engage business stakeholders, end users, and subject matter experts to elicit, analyze, and document business, functional, and non-functional requirements.
• Participate in holistic business process design sessions, including identifying stakeholders from all factions of the business to ensure thorough and complete processes.
• Conductive probing and effective discovery sessions to assess current processes to translate business needs into functional and scalable requirements.
• Recommend optimized processes and support implementation of improved workflows and standards.

Stakeholder Engagement & Communication

• Identify risks, dependencies, and gaps related to requirements and proactively communicate impacts and mitigation options to IT Leadership.
• Present requirements, findings, and recommendations to stakeholders at various levels to ensure adoption and agreement ahead of solution implementation.
• Act as a liaison between business stakeholders and technology teams to ensure shared understanding and alignment.

Organizational Change Management

• Collaborate with all stakeholders for thorough understanding, documentation, training and adoption of processes within ServiceNow to ensure adoption of all ServiceNow implementations.
• Support test planning, UAT preparation, and defect triage to ensure solutions meet business expectations.
• Define and carry out effective and holistic training plans for all stakeholders, end users, and subject matter experts impacted by implemented solutions.

Delivery Support & Continuous Improvement

• Adhere to established processes and ceremonies, ensuring consistent participation in planning, backlog refinement, reviews, and retrospectives as defined by IT Leadership.
• Drive continuous improvement by proactively identifying opportunities to enhance business analysis practices, processes, and delivery outcomes, and implementing improvements based on feedback and lessons learned.
• Proactively monitor and analyze post-implementation performance to identify areas for optimization and provide feedback for product development.

Documentation & Reporting

• Maintain clear, accurate, and organized documentation for requirements, processes, and related artifacts (including but not limited to roadmaps, process maps, technical guidelines, and user stories).
• Ensure requirements are clear, testable, traceable, and aligned with business outcomes, and actively traceable within ServiceNow environment.

Basic Qualifications:

• 5+ years progressive experience as part of a professional services organization; or equivalent education/experience
• 2+ years of ServiceNow experience
• Experience working collaboratively
• Certified System Administrator (CSA) preferred