ServiceNow Business Analyst

SageNet is a leading managed services provider specializing in connectivity, digital signage, and cybersecurity. The company connects, manages, and protects technologies and devices across widely distributed enterprises. SageNet’s people, processes, and technologies, coupled with its collaborative approach, empowers customers to achieve their core business objectives. 

The company offers world-class service and support via its US-based 24/7/365 Network Operations Centers (NOCs) and Security Operations Centers (SOCs), geographically diverse teleports, a central National Logistics Center, multiple data centers, and a nationwide field service organization. 

What makes SageNet unique is its Why: SageNet is passionate about Trusted Connections. This is a two-fold calling. First, the company creates trusted, reliable, and secure technological connections for its customers. Second, and perhaps even more importantly, SageNet works tirelessly to build trusted human connections with its customers, partners, and communities. The company believes that by creating, discovering, and nurturing these trusted connections, SageNet enhances the world that connects us all. 

With a three-decade track record in managed services, SageNet boasts a long-term customer base that includes the nation’s largest retail, financial, healthcare, utilities, and energy organizations. SageNet manages communications for more than 430,000 endpoints. Headquartered in Tulsa, SageNet has regional offices in Atlanta, Toronto and Washington, D.C. 

We are seeking a highly motivated and analytical Business Analyst to join our team and play a crucial role in driving our ServiceNow initiatives. This position will serve as a bridge between business stakeholders, technical teams, and external vendors, ensuring effective communication, requirements gathering, and solution design.

1. Requirements Gathering and Analysis:
   • Work closely with business stakeholders, including the Network Operations Center (NOC), Network Engineering groups, and other departments, to understand their needs, pain points, and processes.
   • Conduct interviews, workshops, and process walkthroughs to gather and document detailed business requirements.
   • Analyze requirements, identify gaps, and provide recommendations for process improvements and automation opportunities.
2. Solution Design and Articulation:
   • Develop a deep understanding of ServiceNow's capabilities, as well as other systems like SAP and Salesforce, to propose effective solutions that align with business needs.
   • Collaborate with internal development teams, vendors, and ServiceNow experts to design and validate proposed solutions.
   • Articulate business requirements and proposed solutions clearly and concisely to both technical and non-technical stakeholders.
3. Cross-Functional Collaboration:
   • Act as a liaison between business stakeholders, technical teams, and external vendors, facilitating effective communication and collaboration.
   • Coordinate with cross-functional teams, such as IT, operations, and support, to ensure alignment and seamless integration of ServiceNow solutions.
   • Participate in project meetings, providing insights and updates on business requirements and solution design.
4. Process Improvement and Optimization:
   • Continuously analyze existing processes and identify opportunities for improvement and optimization through ServiceNow and other system integrations.
   • Work with stakeholders to streamline and automate processes, leveraging ServiceNow's capabilities for workflow automation and service management.
   • Facilitate the adoption of process improvements and new solutions by providing training, documentation, and ongoing support.
5. Documentation and Knowledge Management:
   • Document business requirements, solution designs, and process flows in a clear and organized manner.
   • Contribute to the creation and maintenance of knowledge base articles, user guides, and training materials related to ServiceNow and other integrated systems.
6. ServiceNow Administration (if certified):
   • Configure and maintain the ServiceNow instance, including customizations, integrations, and upgrades.
   • Manage user access, roles, and permissions within the ServiceNow platform.
   • Develop and maintain ServiceNow applications, workflows, and reports based on business requirements.
   • Provide technical guidance and support to end-users and stakeholders on the effective utilization of ServiceNow.
   • Monitor system performance, troubleshoot issues, and implement optimizations and best practices.
   • Collaborate with development teams to ensure seamless integration of ServiceNow with other systems and applications.
   • Stay up-to-date with ServiceNow releases, new features, and industry best practices, and share knowledge with stakeholders.

• • Bachelor's degree in Business Administration, Information Systems, or a related field.
  • Minimum of 3 years of experience as a Business Analyst, preferably in IT service management or enterprise service management domain.
  • Strong analytical, problem-solving, and critical thinking skills.
  • Excellent communication and interpersonal skills, with the ability to effectively communicate with both technical and non-technical stakeholders.
  • Experience with ServiceNow or other ITSM/ESM platforms is highly desirable.
  • Familiarity with business process analysis, modeling, and optimization methodologies.
  • Ability to work collaboratively in a team environment and manage multiple priorities effectively.
  • Strong organizational and time management skills, with a keen attention to detail.

• • ServiceNow Administrator certification or equivalent experience.
  • Hands-on experience with ServiceNow configuration, customization, and administration.
  • Knowledge of ServiceNow scripting and development best practices.
  • Understanding of integration technologies and principles (e.g., web services, APIs, data synchronization).

• Productively work in a hybrid work environment which consists of 2 mandatory “all-in” days, 1 variable day, and 2 virtual days. Hybrid work environment is applied per position/department and may be subject to change per changes in the Policy.
• Working in corporate office space
• Business casual working environment

• Be able to sit for long periods of time without issues
• Extensive use of hands and fingers for typing and handling equipment
• Extensive use of eyes for analyzing data in physical or electronic form
• Be able to handle high-stress working environments without issues

Classification*: Salaried/exempt
Position Type: Full-time
Travel Requirements: Negligible
Direct Reports: None

Attention All Third-Party Agencies, Headhunters, and Recruiters
SageNet will not accept candidate submission by unsolicited third parties through this site or any company email address. All unsolicited candidates presented to SageNet will be considered the property of SageNet. SageNet will not be responsible for any fees associated with unsolicited candidates, nor will a contractual relationship be formed by the submission. SageNet is not obligated and will not under any circumstances pay any fees to said third parties submitting candidates in this manner. SageNet only forms contracts with recruiters with whom we have an established business relationship and with whom we have in place a signed agreement. All contact with SageNet from third parties must be through our Talent Acquisition Department. Any contact made outside of the SageNet Talent Acquisition Department by a third party will cancel any future business relationships between the third party and SageNet.

Please contact Katie.Halstead@SageNet.com for any questions.