Business Analyst

job summary:

The Business Analyst serves as the primary intake lead for the HR and CSM product suites, acting as the critical filter between customer requests and technical execution. Leveraging a Citizen Developer mindset and deep ServiceNow knowledge, you will "scrub" initial requirements to ensure clarity, accuracy, and alignment with platform best practices. By asking weighted, strategic questions and applying expert elicitation skills, you will transform ambiguous business needs into high-quality, actionable specifications that empower the Product Owner and development teams to deliver seamless implementations.

location: Telecommute

job type: Solutions

work hours: 8am to 5pm

education: Bachelors



responsibilities:

Requirements Engineering & Intake

• End-to-End Intake Management: Act as the "gatekeeper" for the HR and CSM product backlogs, managing the lifecycle of a request from initial customer contact to finalized functional requirement.
• Requirement Scrubbing & Validation: Rigorously review incoming requests to identify gaps, contradictions, or technical impossibilities. You will ensure that every user story meets the "Definition of Ready" before it reaches the development team.
• Gap Analysis: Compare "as-is" customer processes against "to-be" ServiceNow out-of-the-box (OOTB) functionality to minimize unnecessary customization.

2. Stakeholder Collaboration & Elicitation

• Strategic Discovery: Lead elicitation workshops using interviews, document analysis, and business process descriptions to uncover underlying business needs.
• Product Owner Synergy: Partner with the Product Owner to prioritize the backlog, providing the necessary detail and context to help them make informed value-based decisions.
• Cross-Functional Liaison: Bridge the gap between non-technical business stakeholders (HR/Customer Support) and the technical ServiceNow development team.

3. ServiceNow Solutioning & Quality

• Functional Design: Leverage a "Citizen Developer" mindset to propose solutions that utilize ServiceNow's native capabilities (Flow Designer, UI Policies, Business Rules) effectively.
• Weighted Inquiry: Apply deep platform knowledge to ask probing questions regarding data security, user experience (UX), and scalability within the HR/CSM modules.
• Documentation Excellence: Create and maintain high-quality documentation, including Process Maps, Data Flow Diagrams, and User Stories with clear Acceptance Criteria (AC).

qualifications:

ServiceNow Proficiency: Proven experience working within the ServiceNow platform, specifically focused on the HR Service Delivery (HRSD) and/or Customer Service Management (CSM) modules.

Citizen Developer Mindset: A background as a Certified Citizen Developer is highly preferred, demonstrating the ability to understand low-code logic, Flow Designer, and platform architecture.

SDLC Knowledge: Solid understanding of the Agile software development lifecycle and how to translate business needs into Jira stories or ServiceNow Agile 2.0 requirements.

Professional Experience & Skills

Expert Elicitation: 5+ years of experience in business analysis with a mastery of elicitation techniques (e.g., recursive questioning, process mapping, and root cause analysis).

Advanced Requirement "Scrubbing": Demonstrated ability to take vague, high-level intake requests and refine them into precise, technical specifications that are "Ready" for development.

Strategic Communication: Exceptional verbal and written communication skills, with the ability to ask "weighted" questions that challenge stakeholders and uncover hidden requirements.

Stakeholder Management: Experience acting as a liaison between executive business owners and technical developers, ensuring alignment across all levels of the organization.

Education & Certifications

Education: Bachelor's degree in Business Administration, Information Systems, or a related field.

Certifications (Preferred): * ServiceNow Certified System Administrator (CSA)

Certified Business Analysis Professional (CBAP)

ServiceNow CAD (Certified Application Developer)

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.


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