ITSM Business Analyst

The Business Analyst / Architecture Lead functions as an individual contributor and support analyst for the IT Service Management (ITSM) team.

This position is expected to participate in and lead part or all the project(s) assigned within the ITSM Program with minimal supervision.

This position will function in leading and coordinating tasks and activities assigned by project management and leadership and provide updates, reporting, and problem solving for both ITSM leadership and stakeholders.

The Business Analyst / Architecture Lead is expected to utilize their highest skills in critical and analytical thinking for troubleshooting, tasks and projects and expected to be a knowledge resource for other team members and analysts.

Job Description

• Conduct workshops and interviews to gather requirements and identify process improvement opportunities.
• Collaborate with stakeholders to gather, analyze, and translate business requirements into technical specifications.
• Support Organizational Change Management (OCM) efforts by providing information on the to be solution.
• Lead the development and enforcement of several ITIL practices, policies, procedures, and standards across the organization
• Utilize your deep knowledge of the ServiceNow platform to design and define requirements while maintaining ITIL and ITSM best practices.
• Develop and document process workflows, system integrations, data structures, and user interfaces.
• Write requirements, create, and enter user stories.
• Facilitate and conduct user acceptance testing (UAT) to validate solutions consistent with business requirements.
• Train and enable stakeholders and customers on the various features and navigation across ServiceNow.
• Identify and resolve inefficient processes and apply and practice ITIL and ITSM best practices and recognize opportunities for improvement with the customer experience.
• Build and maintain working relationships with key stakeholders within IT Service management and the larger Information Resources (IR) teams and divisions.
• Communicate effectively with stakeholders at all levels to provide project updates, manage expectations, and address concerns.
• Foster strong working relationships and serve as a trusted advisor to clients.
• Conduct training sessions and workshops to educate clients on ServiceNow functionality and best practices.
• Create and maintain documentation, user guides, and training materials to support ongoing knowledge transfer.

Experience and Attributes :

• Must have at least 7 years of experience in Service Now gathering, documenting, and writing requirements,
• Must have a minimum of 5 years of experience writing user stories.
• In-depth understanding and experience with ITSM and ITIL and they work together to create successful modules in ServiceNow.
• ITIL V4 Foundations certification required.
• ITSM certification preferred and required within 6 months of hire.
• Must have experience using Scrum methodology to manage project workflows, backlog, requirements and refinements.
• Ability to communicate technical information in a clear and understandable manner to non-technical stakeholders

Education and Experience

Bachelor's degree in business administration, computer science, or other related fields and seven (7) years business systems and / or project experience with exposure to ServiceNow development and testing, installation, and training.

In lieu of bachelor’s degree, minimum of ten (8) years of Business Analyst experience plus five (5) years specifically working in a ServiceNow development and / or administrative environment.