ServiceNow BSA
3 weeks ago
ServiceNow BSA
Responsibilities
● Translate user requests into clear, well-defined epics and user stories using technical language that the development team can understand
● Partner with ServiceNow users to analyze current workflows, development needs, and ServiceNow system usage, to drive solutions and continuous improvements
● Develop a detailed understanding of business user requirements and apply standard methodologies of ServiceNow and Service Delivery to help craft efficient solutions
● Design and maintain visual process flows to assist with requirements gathering and process owner signoff
● Monitor the enhancement ticket queue, provide routine support, ensure ticket hygiene, and assign bugs and requests to the appropriate team members for evaluation
● Craft and maintain UAT plans and end-user training materials
● Document and report on project progress, status, and priorities for business partners
● Act as a liaison between the customer, product owner, project manager, and the technical team
● Work closely with business and IT teams to gather requirements via user stories to support ongoing business needs for ServiceNow configuration, implementation, and support
● Assist with, refine and maintain sprints, project plans, and roadmaps
● Work individually and within a team setting to deliver requirements on time and within the scope
● Work on multiple projects simultaneously and complete project activities to minimize project risks and issues in a client services organization
● Proactively research and suggest enhancements and improvements to processes and procedures
● Collaborate with ITSM, ITAM, and ITOM process owners to assist with designing and developing IT solutions using ServiceNow
● Follow, maintain, and apply documentation best practice policies, procedures, and processes throughout ServiceNow development
● Assist with simplification and standardization of tools and processes
● Document detailed meeting notes, track action items, and distribute to stakeholders
● Provide excellent customer service
● Act as a SNOW champion to promote awareness and acceptance of the processes and advantages with business owners and peer groups
Skills/Experience:
● 3+ years of ServiceNow experience
● 5+ years of relevant work experience
● Knowledge of enterprise IT Strategy, ITIL, and IT Best Practice
● Understanding of various Software Development Lifecycle Methodologies
● Outstanding written and verbal communication skills
● Outstanding attention to detail and organizational skills
● Experience engaging stakeholders to capture and prioritize business needs
● Experience designing ServiceNow catalog items, automations and workflows
● In depth knowledge of ServiceNow ITSM modules and implementations
● Demonstrated ability to act as a liaison between the development team and the business users
● Ability to create constructive relationships, influence, and communicate across various organizational teams, both technical and business focused
● Ability to quickly solve or seek the solution to any problem in a dynamic and constantly evolving environment.
● Outstanding presentation and interpersonal skills, including the ability to interact effectively with senior management
● Excellent teamwork and interpersonal skills
● Experience managing projects with Jira a plus
NICE TO HAVE, BUT NOT A DEAL BREAKER
● ServiceNow certification
● ITIL certification
● Scrum Master (CSM) Certification
● Coding experience
Company DescriptionTenTek has been in business since 1989 and is recognized as a leading staffing provider of tech professionals to a growing client base.Company DescriptionTenTek has been in business since 1989 and is recognized as a leading staffing provider of tech professionals to a growing client base.