Senior ServiceNow Business Analyst

• Business Process Analysis: Elicit, document, and analyze business requirements and processes to identify opportunities for improvement and automation.
• ServiceNow Expertise: Leverage deep knowledge of ServiceNow to design and implement effective solutions that align with business objectives.
• ITIL Framework: Apply ITIL best practices to optimize service delivery and improve operational efficiency.
• SDLC Adherence: Ensure adherence to ServiceNow Software Development Lifecycle (SDLC) processes, including requirements gathering, design, development, testing, and deployment.
• Testing: Develop and execute test cases, including functional, regression, and integration testing, to ensure quality and accuracy of ServiceNow solutions.
• Stakeholder Management: Collaborate with technical and non-technical stakeholders to gather requirements, communicate project progress, and address concerns.
• Documentation: Create clear and concise documentation, including requirements specifications, process flows, and user manuals.
• The BA will provide analysis of business and user needs, documentation of requirements, and translation into proper system requirement specifications
• Assessing current and future state processes to ensure ITIL alignment in module areas for Incident, Change, Problem, and Major Incident
• The BA will utilize the Demand and SDLC repository to archive, create lists, and document requirements
• This role will also trouble-shoot workflow issues for users, write requirements, and perform test user functionality
• Devises or modifies team procedures to streamline
• Work with business units to document use cases requests, define requirements, and outline UAT Acceptance criteria
• Support business process re-engineering efforts to configure the system to meet new initiatives or policies
• Perform a gap analysis of current/desired processes and ServiceNow functionality when required
• The BA will provide effective and comprehensive communication project wide, and engage across the team and project stakeholders
• Coordinate and conduct working sessions to gather and document requirements
• Work closely with engineers to ensure all requirements are understood, documented, and tested
• Provides training and support to end users including developing training materials, delivering training sessions, and answering user questions
• Introduce and educate users as it relates to ITIL best practices as part of Champions group

Qualifications:

• Bachelors degree or equivalent work experience
• Minimum 10 years of hands-on experience with ServiceNow, including a strong understanding of ITSM processes and best practices.
• Project Management
• Excellent oral and written communication skills.
• Excellent analytical/critical thinking skills.
• A self-starter that can work independently or collaboratively as needed.
• ITIL Certification: ITIL Foundation certification or higher is preferred.
• Business Analysis Skills: Proven ability to elicit, analyze, and document business requirements.
• Technical Understanding: Familiarity with ServiceNow architecture, data modeling, and integration technologies.
• Communication Skills: Excellent communication skills, both written and verbal, to effectively collaborate with stakeholders at all levels.
• Problem-Solving Skills: Ability to identify and resolve complex business problems