ServiceNow Business Analyst

Job Description

As a Business Analyst, you will be working for the Global Operations organization which is a heavy consumer of the ITSM module in ServiceNow covering Asset, Change & Maintenance Management in addition to Event, Incident & Problem Management.

We are looking for a professional with a strong background in Service Management and Operations Management in a business-to-business environment (B-2-B). Being that senior professional, you will bring extensive knowledge and experience in business-to-business products, processes and operational excellence.

Your duties and responsibilities will include understanding, designing, and documenting processes and business requirements which are to be translated into User Stories. These User Stories need to be conveyed effectively to the internal development team, so communication skills are an absolute must. The candidate will also create and execute test scenarios and scripts to facilitate User Acceptance Testing (UAT) and help with updating policy, process and procedural documentation in addition to updating training materials and providing hands-on tutorial sessions as required.

You will have a strong and proven track record in delivering suitable solutions in an Agile-Scrum environment from concept to launch and always have an eye on Customer Experience. Above all, you are a strong communicator, a passionate analyst, an experienced facilitator with the ability to connect all the dots.

Responsibilities

Overall, the business analyst will be involved in numerous activities throughout the organization on different levels. Specified below are some of the most important activities and deliverables you will be required to produce:

Job specific activities and deliverables our senior business analysts are to execute:

• Organize and facilitate process review sessions with SMEs/stakeholders
• Perform complex business and systems analysis work and conduct requirements gathering/analysis following the Agile methodology
• Perform impact analysis/assessment of the current business processes, understand best practices, identify gaps, define future state business and system process flows
• Mapping of customer journeys
• Identify risks within the product, people, process and systems
• Preparing / reviewing user acceptance test scenarios and scripts
• Support user acceptance testing and defect analysis
• Review training material/work instructions for users together with process and product owners.

Key Skills Required

• 3+ years experience as a business analyst in a business change and optimizing environment
• 3+ years experience in business product & process modeling within business lines
• 3+ years experience working in an agile software development life cycle process including requirements gathering, design, implementation, release, in-life support, and product change management preferred
• Remote off-site and on-site experience is preferred
• Fluent verbal and written English skills are essential
• Any other language is an advantage
• Experience working with virtual teams across multiple regions.
• Development methodologies for processes, products, and services in a B2B environment
• Interacting with the business to create and translate user stories and business requirements
• Business process modeling using different BPM Modeling tools (e.g., BPMN 2.0)
• Experience using mainstream development methodologies e.g. waterfall and agile
• Expert-level diagramming (Visio/Gliffy)
• Experience in creating (business) uses cases (UML 2.0+)
• Experience with ServiceNow platform
• Experience with the ITIL framework and/or similar frameworks
• Natural communicator: Able to engage your stakeholders, colleagues, and team members in a natural way both verbal and written. You speak clearly, coherently and are persuasive. You foster an environment where people feel free to communicate.
• Passionate analyst: Have exemplary analytical skills and are methodical. Have a strong focus on gathering requirements and skilled in modeling and structuring processes and procedures within an existing ecosystem or green field. Can articulate and present alternative solutions or approaches.
• Experienced facilitator, prepare and facilitate interviews and workshops, being creative in choosing the right format to ensure stakeholder buy-in.
• Team player with a can-do mentality. Pro-actively work together with your peers and key partners to ensure end-to-end alignment. Are dynamic and a self-starter within your area of expertise. Interactively conduct peer BA reviews on your approach and deliverables. Can adjust to changing demands to prioritize among multiple deliverables and tasks in a fast-paced environment.

Desirable Skills (Differentiators)

• Data Centre / Data Centre options experience / exposure a strong plus.
• Experience deploying ServiceNow.
• Experience delivering global, enterprise-wide deliverables.