ServiceNow Business Analyst

Primary Responsibilities:

• Apply and facilitate User-Centered Design process and principles.

• Review and document current state of IT request management for acquired facility to include both front end and back-end processes.

• Work with Service Catalog/Request Process Owner and Manager to recommend approach for converting current request management process to enterprise process and tool.

• Determine if new service request forms need to be created.

• Conduct design workshops for ServiceNow platform and applications to define and prioritize the goals, objectives, epics, stories, features, non-functional requirements, use cases, and user acceptance criteria for continuous delivery pipeline.

• Conduct a thorough analysis, review, and document client’s designated business processes.

• Provide recommendations and implementation strategies for improving business processes, procedures, and workflows.

• Gather and document service requests requirements for new and transitioning existing requests to enterprise requests.

• Ensuring that service request requirements align to the client’s service request design guiding principles.

• Determine appropriate catalog and categorization to place service request 

• Obtain signoff of service request design.

• Document work in Service Now Agile application.

• Lead development, creation, review, approval and archival of epics, stories, features, non-functional requirements, use cases, user acceptance criteria, and training content.

• Plan, lead, maintain, and deliver ServiceNow platform and application web-based and on-site training. 

• Report on progress, risks, issues, etc.

• Test service request forms and coordinate testing by SMEs.

• Assist with communications relative to service request changes, adds, etc

• Perform other duties as required.

Required Job Experience:

• 4+ years of demonstrated experience and ability to lead development, creation, review, approval and archival of epics, stories, features, non-functional requirements, use cases, user acceptance criteria, and training content for continuous delivery pipeline.

• Demonstrated proficiency in leading User Centered design processes-based examples of phases, best practices, and results.

• Conducted multiple design workshops to define and prioritize application epics, stories, features, non-functional requirements, use cases, user acceptance criteria, and training content.

• Conducted multiple analysis, reviews, and provided recommendations and implementation strategies for improving business processes, procedures, and workflows.

• Demonstrated abilities to lead development and maintaining epics, stories, features, non-functional requirements, use cases, user acceptance criteria, and training content in an agile tracking tool (e.g. ServiceNow SPM, JIRA, Azure DevOps or other similar tools).

• Demonstrated abilities to manage successful completion of all assigned Business Analyst tasks.

Preferred Experience (nice to have):

Training, knowledge, and certifications from ServiceNow, Project Management Institute, Agile, Scaled Agile Framework, ITIL, and other vendors.