ServiceNow Technical Business Analyst

SERVICE NOW TECHNICAL BUSINESS ANALYST

The support engineer is responsible for performing software configuration and support including, but not limited to: screen tailoring, workflow administration, report setup, data imports, providing support on incident and catalog tasks (BAU operations).

Adapt existing methods and procedures to create possible solutions to complex requirements.

Uses considerable judgment to determine solutions on complex problems.

Aon is in the business of better decisions

At Aon, we build decisions for the better to protect and enrich the lives of people around the world.

As an organization, we are united by trust as one inclusive, diverse group, and we are passionate about supporting our colleagues and clients in reaching success.

What the day will look like

• Developing, improving, and sustaining functional requirements, user stories, use cases, and related deliverables to satisfy collaborator needs
• Aligning solution builds with platform standards and established guidelines, and ensuring accurate documentation
• Ensuring delivery oversight and serving as the single point of contact for designated products and portfolios
• Proactively finding opportunities to enhance business value through platform features
• Leading Product/Portfolio Governance Demand Boards, working alongside partners to grasp changing business requirements, adoption, and keeping governance documentation up to date (demand management, sprint planning, etc.)
• ServiceNow experience should include debugging and developing scripts, configuring tools, building solutions, technical setup, and deployment. Candidates must develop on the ServiceNow platform, including modifying core applications like Incident, Problem, Change, Service Catalog, and ESM.
• Administration of a ServiceNow instance including the delegation of groups, workflows, business rules, UI actions, UI policies, ACLs, dictionary, catalog items, and updates of all other existing solutions revisions
• Effective communication skills
• Understanding of ITIL framework
• Partners with the Aon Service Delivery and ITSM teams to deeply understand their requirements. Collect, review, analyze, and manage business, user, and system requirements from Aon collaborators to build clear, concise, and accurate user stories.
• Connect business and technology to guarantee shared understanding and agreement. Address functional requirements for business needs alongside non-functional requirements like quality attributes, scalability, interfaces, and constraints.
• Convey business requirements and build concepts with models such as gap analysis, use cases, prototypes, etc. as appropriate
• Develop, improve, and sustain functional requirements/user stories/use cases and related deliverables - process flows, test cases, etc. to meet development and partner needs
• Improve initial demand requests, add required collaborators, prioritize, and approve demands in collaboration with partners. Work closely with the developer to assess the effort required and categorize/prioritize the demand accordingly.
• Ensure solution build for requests aligns with platform build standards and guidelines and is detailed accurately in the system. In case of any customization, acquire necessary approvals in the Technical Governance connect and update the Technical Debt Register.
• Direct and/or carry out the UAT process through smoke testing, test case verification, and securing business approvals on UAT for upcoming deployments. Schedule show-back sessions for projects and major requirements before launch.
• Effective quality and time management, code review, and checklist validation
• Business Analyst is ultimately responsible for the overall outcomes of the demands, including success and failure. Defects to be tracked to measure outcomes
• Engage cooperatively with the team by exchanging information and coordinating efforts to avoid any clashes among the various tasks managed by the group. All projects and significant requests need to be shared within the team during Daily stand-up or team meetings.
• Performs a governance and advisory function, while also acting as the single point of contact for the designated products and portfolios. Actively seeks opportunities to enhance business value through various platform features.
• Ensure proactive reports for subscription usage, demand management efficiency, are scheduled and sent out to the respective Product owners monthly. Detailed roadmap must be shared and updated on an ongoing basis
• Chairs the Product/Portfolio Governance Demand Board. Convene regularly with partners to grasp their changing business requirements and promote engagement. Maintain the minutes in a central tracker (demand management, sprint planning, retrospective, roadmap, innovation opportunities, adoption, user experience, defects, etc.). Distribute the agenda to partners in advance.
• Ensures the platform remains stable and user-friendly across both production and non-production settings
• Performs proactive platform maintenance at repeated intervals
• Leads platform upgrade planning and execution
• Resolves technical blocking issues, including responding to defects

What sets this opportunity apart

This opportunity stands out because it offers the chance to be part of a world-class team committed to impeccable performance and continual progress. At Aon, you will engage with motivated colleagues who strive to produce remarkable results. Our inclusive atmosphere promotes innovation, guaranteeing you are backed and empowered at every stage. Join us to contribute meaningfully while advancing your career with skilled professionals passionate about achievement!

Skills and experience that will lead to success

• Bachelors/Masters in Computer Science or equivalent experience
• ITIL Foundation Certified preferred
• ServiceNow Certified Administrator preferred
• Having a ServiceNow Certified Application Developer (CAD) credential would be a plus
• Having Agile/Scrum certification would be beneficial
• Effective communication skills

How we support our colleagues

In addition to our comprehensive benefits package, we encourage an inclusive workforce. Plus, our agile, inclusive environment allows you to manage your wellbeing and work/life balance, ensuring you can be your best self at Aon. Furthermore, all colleagues enjoy two "Global Wellbeing Days" each year, encouraging you to take time to focus on yourself. We offer a variety of working style solutions, but we also recognize that flexibility goes beyond just the place of work... and we are all for it. We call this Smart Working!

Our continuous learning culture inspires and equips you to learn, share and grow, helping you achieve your fullest potential. As a result, at Aon, you are more connected, more relevant, and more valued.

Aon values an innovative and inclusive workplace where all colleagues feel empowered to be their authentic selves. Aon is proud to be an equal opportunity workplace.

Aon provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, veteran, marital, domestic partner status, or other legally protected status. People with criminal histories are encouraged to apply.

We welcome applications from all and provide individuals with disabilities with reasonable adjustments to participate in the job application, interview process and to perform essential job functions once onboard. If you would like to learn more about the reasonable accommodations we provide, email

For positions in San Francisco and Los Angeles, we will consider for employment qualified applicants with arrest and conviction record in accordance with local Fair Chance ordinances.

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

Pay Transparency Laws:

The salary range for this position (intended for U.S. applicants) is $67500 to $90000 annually. The actual salary will vary based on applicant's education, experience, skills, and abilities, as well as internal equity and alignment with market data. The salary may also be adjusted based on applicant's geographic location.

This position is eligible to participate in one of Aon's annual incentive plans to receive an annual discretionary bonus in addition to base salary. The amount of any bonus varies and is subject to the terms and conditions of the applicable incentive plan.

Aon offers a comprehensive package of benefits for full-time and regular part-time colleagues, including, but not limited to: a 401(k) savings plan with employer contributions; an employee stock purchase plan; consideration for long-term incentive awards at Aon's discretion; medical, dental and vision insurance, various types of leaves of absence, paid time off, including 12 paid holidays throughout the calendar year, 15 days of paid vacation per year, paid sick leave as provided under state and local paid sick leave laws, short-term disability and optional long-term disability, health savings account, health care and dependent care reimbursement accounts, employee and dependent life insurance and supplemental life and AD&D insurance; optional personal insurance policies, adoption assistance, tuition assistance, commuter benefits, and an employee assistance program that includes free counseling sessions. Eligibility for benefits is governed by the applicable plan documents and policies.

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