ServiceNow ITSM Business Analyst

4 weeks ago

Pleasanton, California, United States Nisum Full time

Nisum is a leading global digital commerce firm that empowers businesses to thrive in today's fast-paced world. As a ServiceNow ITSM Business Analyst, you will play a crucial role in helping our clients achieve direct business growth by building the advanced technology they need to reach end customers.

Key Responsibilities:

  • Provide high-performance output of business requirement documentation in support of assigned Products.
  • Maintain and build alignment with Product Owners and Scrum Masters to provide quality BA services that support Product program increment plans, timing, and deliverables.
  • Lead the translation of assigned business intake requests into comprehensive, fully vetted requirements documents.
  • Collaborate with customers to define (or refine) process flow diagrams and use-case details that support their requirements and functional design.
  • Serve as the point of contact for ServiceNow requests that need a BA recourse, assessing feasibility of requests, and identifying solutions to meet request requirements.
  • Provide regular updates to stakeholders on the status of their requests.
  • Build understanding of how ServiceNow is used by external customers and internal ITSM Product teams to maintain knowledge of all aspects of ServiceNow Products and Platform and their impact on our ITSM implementation.
  • Collaborate and partner with ServiceNow Developer/Admins to determine level of effort and ensure objectives/requirements are met.
  • Where applicable, partner with Product Owners, Tech Leads, and Process Owners in analysis of the business requirements document to obtain technical and/or governance input to ensure requests align with established ServiceNow standards and practices.
  • Responsible for delivering robust acceptance criteria that align with defined use-cases, successfully harmonizes with existing processes, and helps reduce defects.
  • Support unit testing of stories, creation of test scripts to validate requirements, and facilitating Demos and User Acceptance Testing with the customer and/or Process Owner to validate development output against customer requirements.

Requirements:

  • 5+ years of working experience as a ServiceNow Business Analyst for ITSM.
  • Demonstrated skills in data management, problem-solving, and the ability to work collaboratively within a team or independently.
  • Strong interpersonal skills with a proven track record working with a variety of personalities and styles.
  • Skilled in establishing connections with people and managing relationships.
  • Able to cope with pressure, time-sensitive situations, and delivering against deadlines.
  • Possesses an inclination or passion for resolving problems and enhancing operational processes.
  • Strong oral and written communication skills.
  • Proficient with Microsoft tools including Excel, PowerPoint, Word, Teams, SharePoint.
  • Familiarity with DevOps, Product Model, and/or Agile methodologies.
  • Must be able to support US operations during US Mountain/Pacific time up to 6PM.

Preferred:

  • ITIL Foundation Certifications.
  • ServiceNow Vulnerability Response experience.
  • ServiceNow Multi-Source CMDB/CMDB 360 experience.
  • Working experience in multiple Cloud Solutions (Azure, Google, Oracle, IBM, etc.).
  • Working knowledge of the Common Service Data Model.
  • Exposure to IT Asset Management processes.
  • Knowledge of application architecture and service delivery modeling.

Education:

Bachelor's degree in Computer Science or related technical field.

Benefits:

Nisum offers a competitive salary and benefits package, as well as unique and fun extras, including:

  • Professional Development - We offer in-house technical training and professional learning programs aimed at developing skills across a broad spectrum of topics.
  • Health & Wellness Benefits - We believe that your health and welfare are important, and we strive to ensure that you have affordable options available to you.
  • Volunteerism Pay - We believe in giving back and in the US, our employees are eligible for up to 40 hours of paid time off each year to volunteer towards the causes that they are most passionate about.
  • Additional Benefits - We offer all the other important benefits to keep employees and their families healthy and financially secure.

Compensation Band:

$110-120k per year.

Nisum is an Equal Opportunity Employer and we are proud of our ongoing efforts to foster diversity and inclusion in the workplace.

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