IT ServiceNow Business Analyst

4 weeks ago

Tampa, United States Holland & Knight LLP Full time

We are a Firm where people truly believe in what they do and strive to achieve the highest standards of performance and success.

General Description:

The IT ServiceNow Business Analyst acts as a key facilitator between the business and project team to assist in improving processes, development efforts, services and tools using data analytics to gather technical and functional requirements, document processes and workflows, and deliver data-driven recommendations and solutions.


Key Responsibilities and Essential Job Functions:

  • Collaborate with stakeholders to gather, document and analyze technical and functional requirements for the purpose of solution design, selection and/or process improvement recommendations.
  • Conducting feasibility reviews and analysis to include cost-benefit analysis and reporting on the same.
  • Evaluate business processes to identify and report on opportunities for improvement.
  • Conduct, manage and facilitate system and data analysis to assist the organization with selecting and evaluating tools that best meet stakeholder and business needs.
  • Design ServiceNow modules, workflows, forms, reports, and dashboards to support ITSM, ITOM, ITBM, and other business processes.
  • Conduct business process modeling audits for the organization and identify opportunities for optimization.
  • Stay current with IT advancements, ServiceNow best practices, updates, and new features to continuously improve design recommendations, automate manual processes (when appropriate) and modernize systems.
  • Facilitate meetings, trainings and presentations to gather requirements and relay recommendations to all levels of stakeholders throughout the organization.
  • Produce detailed status and recommendation reports for review and digestion by all levels of stakeholders throughout the organization.
  • Work with the project team and stakeholders to define and document project scope, objectives, risks, tasks, deliverables and resource needs.
  • Participates in user acceptance testing and validation of designed solutions.
  • Special projects and duties as assigned


Required Skills:

  • Excellent oral and written communication skills with the ability to interact effectively with stakeholders at all levels of the organization.
  • Excellent problem-solving skills that enable you to hear a problem and identify unspoken or nuanced issues.
  • Strong analytical and conceptual thinking skills
  • Strong facilitation skills with the ability to explain difficult concepts to non-technical stakeholders
  • Excellent documentation, presentation and process modeling skills


Required Qualifications & Education:

  • Bachelor's degree in Information Technology, Business, Project Management or related field.
  • 5+ years of experience with hands-on experience in business analysis, business operation, project management or related field.


Preferred Qualifications & Education:

  • Experience working on large scale projects as well as handling day-to-day operational requests from the business
  • Understanding of project management methodologies and software development lifecycle
  • Knowledge and/or experience with ServiceNow
  • Understanding of the legal industry


Physical Requirements:

  • Ability to sit or stand for extended periods of time
  • Moderate or advanced keyboard usage



Benefits: Our goal is to promote a work environment in which individuals have access to the resources they need to be at their best both professionally and personally, which includes resources that encourage individuals to focus on their health and well-being. Below is a list of just some of the benefits we offer: generous paid time off; eleven paid holidays per year; time off for bereavement or jury duty; paid leave for new parents; comprehensive medical (PPO and HDHPs), dental and vision plans including coverage for domestic partners; life and AD&D insurance; short and long term disability insurance; tax-advantaged accounts for health care expenses, including FSA or HSA; FSA for dependent care; supplemental AFLAC policies for medical care; excess liability coverage; health advocacy services; behavioral health and counseling resources for all family members; 401(k); profit sharing; pre-tax transit and parking program; backup care for children and adults; senior care planning support; and resources for individuals with development disabilities and their caregivers.


Benefits may vary by position and office.



Holland & Knight is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity Employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran or any other protected class.


Personal Information collected from applicants will be used for the purpose of processing the application throughout any recruitment or employment process, as well as inclusion in a personnel file. Categories of data collected may include name, address, phone numbers, email, Social Security Number, and signature. Holland & Knight may collect further information if you consent to a background check. This includes criminal background, employment, and certifications. Please visit Legal Information Portal for Holland & Knight LLP’s privacy policies.

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