ServiceNow Business Analyst

Job Summary:

The ServiceNow Business Analyst acts as the intermediary between stakeholders and the development team, responsible for interpreting business requirements and representing stakeholders throughout all phases of the lifecycle, including planning, development, and release. The ideal candidate should possess strong stakeholder management skills, a thorough understanding of the ServiceNow platform, and a proven history of successfully delivering ServiceNow solutions to meet objectives.

Essential Functions:

• Lead the implementation of ServiceNow solutions to ensure they are aligned with the organization’s strategic goals. This includes requirements gathering, solution design, development, testing, and deployment.
• Partner directly with stakeholders across the enterprise to understand their requirements and translate them to ServiceNow solutions accordingly.
• Collaborate with developers, project managers, and other IT professionals to deliver integrated solutions.
• Identify opportunities to streamline and improve IT processes using ServiceNow capabilities.
• Offer and implement automation solutions to enhance operational efficiency.
• Develop and maintain comprehensive documentation of ServiceNow processes, configurations, and customizations, ensuring all changes are well-documented and communicated to relevant parties.
• Ensure that all features and stories comply with industry standards, regulatory requirements, and internal policies.
• Effectively manage the Product Backlog, including story and feature development.
• Conduct stakeholder signoff demonstrations and User Acceptance Testing (UAT) sessions.
• Partner with QA/Testing team to ensure the appropriate test cases are established.
• Coordinate with the Scrum Master to schedule feature releases to meet stakeholder timelines, minimizing any risk or delays.

Required Experience:

• Bachelor’s degree in Computer Science, Software Engineering, Information Technology, or related field.
• 5+ years of hands-on experience with the ServiceNow platform, either with implementation, administration, or development.
• 5+ years of experience working directly with executive-level stakeholders as a Business Analyst/Product Owner
• 5+ years of hands-on experience with ServiceNow SPM, ITOM, CSM, and Self Portal.
• Expertise in Agile and Scrum methodologies
• Strong verbal and written communication skills, with the ability to convey technical information to non-technical stakeholders effectively.
• Excellent verbal and written communication skills, with the ability to interact effectively with stakeholders at all levels of the organization.
• Experience working with data analysis and reporting tools, including ServiceNow Performance Analytics, Power BI, and Tableau.
• Excellent analytical and problem-solving skills, with the ability to diagnose and resolve complex business problems.
• Aptitude for identifying issues and developing effective solutions.
• Strong analytical and problem-solving skills, with the ability to identify root causes and develop effective solutions.
• Ability to work collaboratively with cross-functional teams.
• Ability to work in a fast-paced, deadline-driven environment.

• Required Qualifications:Certified Product Owner
• Certified Implementation Specialist (CIS)
• Bachelor's Degree in Computer Science or related field
• ScrumMaster certification (CSM) and/or Leading SAFe certification
• PMI Professional in Business Analysis (PMI-PBA)® or IIBA Certified Business Analysis Professional (CBAP®) Certification

Preferred Qualifications

• Certified ServiceNow System Administrator (CSA)
• Experience integrating ServiceNow with other enterprise systems using APIs, web services, and other integration tools.
• Commitment to continuous learning and professional development, staying current with the latest ServiceNow features and best practices.
• ITIL v3 or v4 foundations certification
• Lean Six Sigma Green Belt or above certification