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Experience designing and developing process workflows and writing stories.
Information Technology experience, particularly with ITSM and service delivery activities.
Experience managing and configuring ITSM tools such as ServiceNow
Questions (YES/NO)
Top certifications relevant to the role are required to ensure the highest level of execution and performance
ServiceNow Certified System Administrator (CSA) or other ServiceNow certifications
Certified Associate in Project Management (CAPM), Project Management Professional (PMP), Agile SAFe, Scrum Master, or ITIL certification is preferred.
Familiarity with scripting languages (JavaScript, HTML) and system integration work (e.g., web services, REST API
Proficiency with ITIL processes, particularly Request, Problem, Incident, and Change Management
Description
The IT Service Management (ServiceNow) Business Analyst is responsible for operational support, administration, and configuration of IT service management tool, focusing primarily on ITSM modules. This role involves collaborating with stakeholders to identify and implement improvements, supporting existing processes, and onboarding new service management processes.
Requirement Gathering: Translate business requirements into detailed documentation and conceptual designs for ServiceNow solutions. Collaborate with the ServiceNow Solution
Architect to ensure technical feasibility and reduce implementation efforts.
Process Improvement: Review existing processes, capture operational challenges, and develop business requirements for improvement. Determine if system changes are required to meet
business needs.
User Support: Provide support for CPS users, including adding/removing users, groups, roles, requests, and related workflows. Assist with reporting, training, and onboarding.
Issue Resolution: Troubleshoot user or system issues and escalate to the ITSM tool vendor as needed. Manage vendor relationships to ensure services and performance expectations are fulfilled.
Communication: Send email alerts to ITSM tool users about upcoming changes or outages. Maintain up-to-date documentation on requirements and process workflows.
Project Management: Leverage project management skills to participate in the delivery of ITSM-related initiatives, supporting the IT Change Manager during out-of-office times by facilitating change advisory board (CAB) meetings, reviewing IT change tickets, and participating in after-hours maintenance.
Training and Documentation: Provide training and onboarding to new staff on the system, ensuring that documentation is current and comprehensive. Author and peer-review a wide array of documents, including functional, technical, training, and marketing materials.
Agile Methodologies: Write stories with acceptance criteria and perform functional tests in accordance with Agile best practices. Participate in Scrum meetings and assist in quality management reviews to ensure all business and design requirements are met.
Organizational Change Management (OCM): Support OCM efforts by providing information on the "to be" solution. Develop strong internal relationships with key stakeholders and subject-matter experts across the organization.
Proficiency with ITIL processes, particularly Request, Problem, Incident, and Change Management.
Strong oral and written communication skills, capable of explaining complex technical issues to non-technical people and customer needs to technical teams.
Excellent interpersonal, leadership, collaboration, facilitation, and negotiation skills.
Ability to capture and develop business requirements and translate them into IT specifications.