Service Now Business Analyst

The Senior Business Process Consultant works with customers to help them achieve their business outcomes by providing prescriptive guidance. As part of the team, you will work with our customers to drive consumption, adoption, and customer satisfaction and ultimately help our customers grow their business on the ServiceNow platform by getting them to see the value of their ServiceNow investment.

Key Responsibilities:

The Senior Business Process Consultant, IT and/or Customer Workflows is the functional and process expert of a customer engagement team – consulting with customers and guiding them in the endeavor of transitioning business requirements to configuration requirements of the ServiceNow Customer and Industries products – all with the goal of accelerating and driving customer business outcomes.

What you get to do in this role:

•       Be the process expert in how to best support by using ServiceNow products using ServiceNow best practices focused on configuration vs. customization

•       Process definition, re-engineering, improvement and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholders

•       Lead customers in their efforts to take advantage of the ServiceNow capabilities in their efforts to improve their processes

•       Lead customer design workshops

•       Owning support of key customer process owners/Subject Matter Experts (SMEs) to obtain business requirements using ServiceNow standard materials and collateral

•       Guiding customers in completing required documentation such as business requirement workbooks for functional aspects of the solution

•       Drafting more functionality-focused user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them

•       Guides and advocates for the customer’s needs throughout the engagement

•       Implement the latest ServiceNow AI offerings like Virtual Agent, NLU, AI Search, Issue Auto Resolution, Task Intelligence, Document Intelligence, Generative AI and other upcoming capabilities for various customers

•       Support internal unit testing of developed solution during the development stage of the engagement, in partnership with Technical Resources

•       Drive customer unit and user-acceptance testing requirements throughout and at key stages of an engagement

•       Be a lead member of an overall engagement project team focused on delivering successful and substantive customer outcomes

•       Prepare all customer-facing deliverables focused on process

•       Collaborate with the engagement manager to monitor for scope creep and resolve critical path technical issues.

Roles & Responsibilities

Analysis & Design: Analyze current state processes, identify inefficiencies, and design future-state processes within ServiceNow.

Stakeholder Engagement: Collaborate with clients, sponsors, and stakeholders to understand challenges and align solutions with business goals.

Requirement Gathering: Lead workshops to translate business requirements into functional specifications and user stories for the delivery team.

Platform Expertise: Act as a Subject Matter Expert (SME) on ServiceNow capabilities, guiding customers towards configuration over customization.

Implementation Support: Work with technical teams, provide input on testing, and support UAT and deployment.

Training & Adoption: Conduct training, provide mentorship, and support change management to ensure successful user adoption.

Documentation: Create process documentation, user stories, acceptance criteria, and functional design documents.

• IT Service Management (ITSM) & ITIL processes (Incident, Change, Problem, etc.) • IT Asset Management (ITAM – HAM/SAM) • IT Operations Management (ITOM) • CMDB /CSDM • Customer Service Management (CSM) • Field Services Management (FSM)

Certifications:

•       CIS – ITSM, CIS-HAM, CIS-SAM, CIS-DF, CIS – CSM or CIS – FSM

•       CSA

•       ITIL v4

Experience Required: 10 & Above