ServiceNow Business Analyst

2 weeks ago

phoenix, United States Apex Systems Full time

ServiceNow Technical Analyst - AI/GenAI

Large Banking Client

Duration: 6+ months - potential to extend and/or convert FTE

Location: Charlotte, NC / New York, NY / Woodbridge, NJ / Minneapolis, MN / Des Moines, IA / Dallas (Plano), TX / Phoenix, AZ

Hybrid - 3 days onsite, 2 Remote


Must Haves:

  • 5+ years experience with the ServiceNow platform (ideally within HRSD or ITSM spaces)
  • 5+ years experience working on an Agile Delivery Team
  • 3+ years experience in an Agile Delivery Tool like JIRA, Rally, VersionOne, or ServiceNow Agile tools (preferably JIRA & Confluence)

Nice to Haves:

  • Certified System Admin (CSA) preferred but not required
  • Now Assist or Virtual Agent experience preferred but not required


Job Description:

This role sits on the platform team with our client's group, Enterprise Finance Technology, and there is a big drive for Gen AI efforts. Some responsibilities of this Tech BA include looking at performance analytics, what is effective vs what is not, looking at the hits from searches and if adjustments are needed. This person must have experience working with ServiceNow.


Provide support to ESM Product Manager & Product Owners including:

  • Review dashboard and update features and stories as needed
  • Groom stories on all boards to ensure they have Acceptance Criteria and include clear descriptions of the requirements
  • Work with Scrum Masters to ensure all features and stories meet the minimum definition of Ready
  • Backup Product Manager and Program Manager, when needed
  • Monitor Sprint backlogs to ensure at least 2 Sprints worth of stories are groomed and ready
  • Provide timely updates on the status of critical initiatives contained within committed plan
  • Develop and execute communication plan to keep stakeholders informed of status
  • Develop and execute OCM plans to achieve Change Readiness for the use cases being delivered


ServiceNow Administration

  • Support AI Search including AI tuning (to be transitioned from ITSM/HR to Platform)
  • Quantify value metrics for Gen AI use cases and track develop process for tracking


ServiceNow Administration Process Improvement

  • Operationalize Governance processes for ServiceNow AI
  • Create action plans and stories to address friction in governance processes and implement continuous improvement as needed
  • Monitor and correlate impact on OKRs from Features

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