ServiceNow Business Analyst
4 weeks ago
About the Role:
We are seeking a highly skilled ServiceNow Business Analyst to join our team at KamisPro. As a Business Analyst, you will play a critical role in bridging the gap between business needs and technology solutions, ensuring that our ServiceNow applications and business processes align with our organizational goals.
Key Responsibilities:
- Lead workshops with business teams to document findings, develop/propose workflows, and design documents for existing and new workflows to maximize the capabilities of the ServiceNow platform.
- Gather data and create data and/or process visualizations to more deeply understand key issues and associated impacts.
- Document business and functional requirements to create stories needed to implement, modify and improve the ITSM system functionality to enhance business and IT operations.
- Support testing of system modifications and upgrades/updates by developing test cases, overseeing user testing, and documenting results.
- Train new users in the use of ServiceNow platform and associated interfaces/integrations; develop and maintain technical guides to inform and educate staff in the use of the ITSM system.
- Prepare various types of written documentation (e.g., application documentation, analytical reports, functional specifications, training manuals and status reports).
- Provide recommendations and implementation strategies for improving business processes, procedures, and workflows.
- Assess complex data sets, perform root cause analysis and make recommendations for improvements.
- Participate in periodic audits of ServiceNow system configuration and transactions to ensure compliance with company policies and regulatory requirements.
- Work with stakeholders to define and understand system requirements, building strong relationships and trust.
- Work with developers and architects to ensure developed solutions meet customer expectations.
- Partner with internal teams to evaluate demand and develop priorities, timelines and level of effort for requested system changes.
- Identify trends and patterns in data to deliver on Key Performance Indicators across business units and make/recommend strategic business decisions.
- Perform process modeling and documentation, including reports and dashboards to define business KPIs and value targets.
- Monitor process performance metrics, track improvements, and report on key performance indicators (KPIs) to stakeholders and management.
- Ensure accurate data and create reports, visualizations, filters and dashboards.
- Recommend new ServiceNow platform functionality, keeping abreast of new features and enhancements.
- Stay up to date with the latest ServiceNow features, releases, and industry trends to drive continuous improvement and innovation.
Requirements:
- Bachelor's degree in Computer Science, Information Technology, Business Administration or related field, or the equivalent combination of education, training and experience.
- Five (5) plus years of experience with large scale ITSM systems in an enterprise environment, including end-user support; report development, system analysis for fit to business needs, ad-hoc analysis and auditing of system data, and use of Agile for development and delivery.
- Three (3) plus years of experience working with the ServiceNow platform as an ITSM Business Analyst, Engineer or similar role within the above Five (5) plus years of experience.
- Experience in ServiceNow implementations preferred.
- Experience working in a healthcare environment preferred.
- Certified System Administrator and other ServiceNow certifications preferred.
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