ServiceNow Business Systems Analyst

About You

Basic Qualifications 

• Minimum 5 years of experience as a Business Analyst for ServiceNow implementation projects for multiple enterprises, including ITSM, CMDB, Asset & Configuration, Portal, Custom applications.
• Experience with full life cycle development for customisations including design, development, test, migration and documentation.

Other Qualifications

• In-depth, applicable knowledge of ITIL and ITSM solutions.
• Highly analytical in using data and metrics to uncover insights and drive business performance.
• A Bachelor’s degree in computer science (or related field), or equivalent work experience.
• ITIL v4 Foundation Certification
• ServiceNow Admin Certification

Responsibilities

• Work with our business partners to understand their needs and desired outcomes for service operations.
• Provide a bridge between the business and technical teams to ensure a collaborative approach to resolve business problems and technology issues.
• Rationalize complex information and clearly articulate user needs to make them understandable for both technical and non-technical teams.
• Develop relevant documentation such as functional specifications, process flow diagrams, roadmaps, epics and stories.
• Participate in building the strategy and roadmap for ITIL / ITSM processes.
• Develop a pipeline of initiatives, features, and stories that deliver against the strategy and roadmap.
• Manage large cross-functional projects, including scope, schedule, and issues/risks, using both Agile and Waterfall methods.
• Provide global administration for PagerDuty, both as a stand-alone solution and integration with ServiceNow.
• Continually improve processes through the use of KPIs, SLAs, and other metrics.
• Create and maintain documentation, e.g. process flow diagrams, that reflects current state and future opportunities.
• Assist teams to write test cases and provide support during UAT.
• Prepare training materials and user guides for projects and features.
• Author knowledge articles and other training materials to equip our business partners with the information they need to fully leverage the solutions we provide.
• Remain current on industry trends and vendor roadmaps and use that information to influence the future of our services.
• Identify opportunities to streamline the design process by participating in lessons learnt exercises or reviews.