ServiceNow Business Analyst

The role of this position is to provide advanced business analysis and quality assurance support for AE’s ServiceNow implementation, its integrations and dependencies, including the following ServiceNow modules and technologies: ITOM (IT Operational Management), ITSM (IT Service Management), Employee Center, SPM (Strategic Portfolio Management, MID (Management, Instrumentation and Discovery) Server utilization and

configuration, and cloud and application level security solutions.  This includes the application of BA/QA relevant skills and knowledge towards the evolving needs of the ServiceNow user base at AE, as well as optimized ROI/Utilization of continually upgraded functionality provided by ServiceNow and AE, and finally to support growth of the ServiceNow platform where opportunity exists to more fully leverage the platform

and services provided.

• Work with decision makers, system owners, and end users to define business, financial and operational requirements and system goals.

• Lead requirements gathering sessions to elicit requirements, specifications, business processes, and recommendations related to potential IT solutions.

• Create models, use cases, process flows, specifications, diagrams and charts to provide direction to developers, designers, and vendors providing software development.

• Evaluate compatibility and interoperability of commercial off the shelf or in house technology solutions against defined business needs.

• Review and analyze the effectiveness and efficiency of existing systems/services and developing objectives to improve or further leverage the ROI, Operability, effectiveness and end user intuitiveness of those systems and their functionalization.

• Perform cost benefit and ROI analyses to aid in making IT business decisions

• Produce reports, recommendations, or alternatives that address existing and potential trouble areas in IT applications specifically that cross/mingle with applications within the Service Management portfolio.

• Coordinate and perform software quality assurance/testing to support pre-implementation readiness of software development changes, enhancements, releases, and upgrades.

• Provide post-implementation support of software development, core software functionality, reported incidents, and end user requests for software and functional training in the use of the product.

WORKER SKILLS AND QUALIFICATIONS (Required) 

Minimum (Required):

8+ Deep expertise/experience in the concepts and principles of Business Analysis in support of the software development lifecycle (SDLC) using either Waterfall or Agile methodologies.  Able to operate/collaborate

independently between operational customers and software developers with deep understanding of the best practices associated with ITIL service management practices and methods of testing and quality.

8+ Strong proficiency in data integration principles, methods, and design associated with software solution design, data integrity, and analytic utilization

8+ Experienced competency importing/exporting data for use in reporting and presentation software, spreadsheets, graphs and flow charts to meet customer needs.

 8+  Adept at leading requirements development sessions with both customers and developers, process modeling, and developing institutionally viable fully-detailed documentation of same for all possible end using groups and organizational continuity

8+ Mastery of accurately identifying/determining customer needs without expansive customization of “as designed” or “out of the box” functionality.  Strong record of success managing customer expectations

within scope of application capability.  

8+ Demonstrate strong expert level grasp of the ServiceNow application  to gain and maintain the trust and confidence of the organization and end users in the ServiceNow team and platform.  Extensive solution experience defining, analyzing, and identifying solutions for difficult or complex problems.

 8+ Proven experience receiving and sharing thoughts, ideas, perspectives, and data to create shared understanding and common goal as a representative of ServiceNow solution leadership.

 8+ Experienced competence in selecting and using training/instructional methods and procedures appropriate for the situation teaching/demonstrating new concepts

Preferred (Optional):

 Years Skills/Experience

 3+ SCRUM/Agile SDLC Methodology and ITIL certification

 3+ Seasoned experience administering, supporting and troubleshooting the ServiceNow platform and it’s integrations, using both OOB ServiceNow service graph connectors, custom APIs and other integrating technologies

 4+ High proficiency understanding of on-prem and cloud-hosted enterprise technology stacks

 5+ Proven Expertise planning, executing, documenting and communicating technologies, roadmaps, processes, and procedures (and demonstrating compliance therewith) in support of the ServiceNow Maturity Model.

 5+ Strong technical expertise for collaboration with stakeholders and vendors on SaaS model platforms to ensure enterprise-wide lifecycle management, patch and vulnerability management; and implementing such upgrades, enhancements and patches.

 2+ Demonstrated command of ServiceNow scripting with proven ability to understand and execute as needed for specific outcomes.  

 2+ Proven capability developing scripts to solve business problems and enhance application workflow, writing SQL queries for database and record analysis, testing, and debug. Preferred tools include Java script, ServiceNow APIs (server and client), SQL, Glide APIs, JSON, HTML, XML.