Business Analyst

Position Overview

We are seeking an experienced Business Analyst to provide advanced Business Analysis and Quality Assurance support for its enterprise ServiceNow platform. This role will support ServiceNow implementation initiatives, integrations, upgrades, and platform optimization efforts across multiple ServiceNow modules and related technologies.

The ideal candidate will possess extensive experience working within the Software Development Lifecycle (SDLC), collaborating with business stakeholders and technical teams, gathering requirements, conducting testing activities, and driving ServiceNow platform improvements while ensuring alignment with ITIL best practices.

Key Responsibilities

• Lead business requirements gathering sessions with stakeholders, system owners, and end users.
• Analyze business, operational, and technical requirements and translate them into functional specifications.
• Develop process flows, use cases, business process models, workflow diagrams, and technical documentation.
• Evaluate commercial off-the-shelf (COTS) and custom technology solutions against business requirements.
• Assess existing systems and processes and identify opportunities to improve efficiency, usability, ROI, and operational effectiveness.
• Conduct cost-benefit analyses and provide recommendations for technology investments and enhancements.
• Coordinate and execute software testing, quality assurance, user acceptance testing (UAT), and release validation activities.
• Support ServiceNow platform enhancements, upgrades, integrations, and releases.
• Provide post-implementation support, troubleshooting assistance, and end-user training.
• Collaborate with development teams, vendors, and stakeholders to ensure successful project delivery.
• Produce reports, recommendations, and solution alternatives to address application and service management challenges.

ServiceNow Technologies Supported

• ITSM (IT Service Management)
• ITOM (IT Operations Management)
• Employee Center
• Strategic Portfolio Management (SPM)
• MID Server Configuration and Administration
• Service Graph Connectors
• Cloud Security Solutions
• Application Security Integrations

Required Qualifications

• 8+ years of Business Analysis experience supporting enterprise software development initiatives.
• 8+ years of experience working within Agile and/or Waterfall SDLC environments.
• 8+ years of experience facilitating requirements workshops with both business and technical teams.
• 8+ years of experience in software testing, quality assurance, and validation methodologies.
• 8+ years of experience with data integration concepts, data integrity, reporting, and analytics.
• 8+ years of experience creating business process documentation, process maps, workflow diagrams, and technical specifications.
• 8+ years of experience managing stakeholder expectations and promoting out-of-the-box solution adoption.
• 8+ years of experience providing training, user support, and knowledge transfer activities.
• Strong understanding of ITIL service management principles and practices.
• Deep knowledge of ServiceNow capabilities, modules, and platform functionality.

Technical Skills

• ServiceNow Platform
• Requirements Gathering & Documentation
• Process Modeling & Workflow Analysis
• Software Quality Assurance & Testing
• Data Analysis & Reporting
• SDLC Methodologies (Agile/Waterfall)
• ITIL Framework
• Stakeholder Management
• Business Process Improvement

Preferred Qualifications

• 3+ years of SCRUM/Agile and ITIL certification experience.
• 3+ years of ServiceNow administration, support, troubleshooting, and integration experience.
• Experience with Service Graph Connectors, APIs, and third-party integrations.
• 4+ years supporting enterprise on-premises and cloud-hosted technology environments.
• 5+ years developing technology roadmaps, governance documentation, and ServiceNow maturity initiatives.
• 5+ years collaborating with SaaS vendors on lifecycle management, patching, upgrades, and vulnerability management.
• 2+ years of ServiceNow scripting experience.
• Experience with:
  • JavaScript
  • SQL
  • ServiceNow APIs
  • Glide APIs
  • JSON
  • XML
  • HTML
• Experience writing scripts and queries for workflow automation, troubleshooting, testing, and data analysis.