ServiceNow Technical Analyst

2 weeks ago


Minneapolis, Minnesota, 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: Multiple locations across the US

Hybrid - 3 days onsite, 2 Remote

Key Requirements:

5+ years' experience with ServiceNow (HRSD or ITSM)

Experience implementing AI Search and Virtual Agent

4+ years working in an Agile Delivery team

Desirable Skills:

  • Certified System Admin

Job Overview:

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 analyzing performance analytics, identifying areas for improvement, and optimizing AI Search and Virtual Agent. This person must have experience working with ServiceNow.

Responsibilities:

Provide support to ESM Product Manager & Product Owners including:

  • Reviewing and updating dashboards and features as needed
  • Grooming stories on all boards to ensure they have Acceptance Criteria and clear descriptions of requirements
  • Working with Scrum Masters to ensure all features and stories meet the minimum definition of Ready
  • Backing up Product Manager and Program Manager, when needed
  • Monitoring Sprint backlogs to ensure at least 2 Sprints worth of stories are groomed and ready
  • Providing timely updates on the status of critical initiatives contained within committed plans
  • Developing and executing communication plans to keep stakeholders informed of status
  • Developing and executing OCM plans to achieve Change Readiness for the use cases being delivered

ServiceNow Administration:

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

ServiceNow Administration Process Improvement:

  • Operationalizing Governance processes for ServiceNow AI
  • Creating action plans and stories to address friction in governance processes and implementing continuous improvement as needed
  • Monitoring and correlating impact on OKRs from Features


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