Senior Business Analyst

Senior Business Process Consultant (CSM / CRM)
 
Location: 100% remote, work from home
Type of Role: Contract role, potential contract to hire
Pay Rate: $55 to $70 per hour
Work Authorization: Authorized to work in the United States without the need for sponsorship. (Either now, or in the future)
 
Purpose
 

• Own the functional thread of the upcoming release: turn the customer’s business needs into approved designs, user stories and acceptance criteria, then carry them through demos, user acceptance testing and
• so the delivered configuration matches what users asked for.

• Lead requirements definition and functional design across four enhancements and two new capabilities; facilitate workshops with the customer’s CRM Product Manager, product owners and subject matter
•  
• Refine and author user stories with acceptance criteria, including review and completion of existing but unimplemented Core UX stories. Core UX requirements are approximately 75% defined and discovery

• Run the persona and UX analysis for core CRM user groups; co-design dashboards and reports with the CRM Product Manager.
• Conduct the full CRM notification review and define the administrator self-service reconfiguration model and its documentation.
• Facilitate two discovery-and-design workstreams, producing options analyses, trade-offs, persona based epics and a written recommendation; engage stakeholders across communications, advisory and the CSM workstream.
• Validate the product-adoption data model with the ITSM product-catalog workstream and confirm legacy datasets for bulk uploads.
• Facilitate system integration testing and user acceptance testing: test scenarios, business validation, business-side defect triage and sign-off.
• Produce end-user and process documentation and deliver enablement sessions after each sprint and at release end.
• Flag cross-workstream impacts proactively. The customer is building two scoped applications on CSM that modify the Configurable Workspace with role-based ACLs. 

• 5+ years of business process and functional consulting on ServiceNow, with demonstrated CSM or CRM implementation delivery.
• Hands-on with CSM account and contact structures, Configurable Workspace, Interaction and Case models, notifications, and reporting and Performance Analytics concepts.
• Proven workshop facilitation with product owners and executive stakeholders; able to drive decisions in a multi-workstream program.
• Strong written deliverables: design documents, options and recommendation papers, user stories with acceptance criteria, administrator and end-user documentation.
• Agile delivery with two to three week sprints, backlog grooming and sprint demos.

• Strong, clear verbal and written communication. Must be able to lead customer conversations unaided, and bring ServiceNow best-practice recommendations to the table to shape and sharpen requirements

• Consultative posture: willing and able to challenge requests where warranted and guide the customer toward best-practice ServiceNow design.
• Healthcare and life sciences delivery experience is a significant plus; experience in regulated environments is preferred.

• Design sign-off and approved stories and acceptance criteria by the end of the Plan phase.
• Both discovery-and-design recommendation packages accepted by the customer with a clear decision path.
• User acceptance testing sign-off with no open business-critical defects.
• Customer administrators able to reconfigure CRM notifications unaided.