Business Analyst
- ServiceNow Certified System Administrator.
- Bachelor's Degree or equivalent experience.
- Must have 5+ years of experience working in an information technology technical support or operations role.
- Hardware and Software Asset Management within ServiceNow
- Ability to prioritize work and work independently.
- Excellent communications skills.
- Excellent time management and tracking skills.
- A working knowledge of information technology.
- Demonstrated ability to troubleshoot information technology issues.
- Expert knowledge of the ServiceNow system from an end user perspective.
- Specialty knowledge in two or more areas of ServiceNow including : Complex flow / workflow design, creation, and troubleshooting;
ITSM; Other ServiceNow Modules.
- Ability to handle conflict effectively.
- Ability to escalate issues when they exceed personal capabilities or direction.
- Ability to respond promptly even without all the answers / information.
- Comfortable with remote meetings and video conferencing.
- Confidence to share ideas, suggestions, and concerns.
Responsibilities :
- Utilize ServiceNow for service management in customer environments.
- Provide consultative support to help customers navigate the ServiceNow system.
- Gather and document customer requirements for enhancements to ServiceNow systems.
- Obtain customer approval prior to development start.
- Deliver enhancements in customer's ServiceNow environments including creation of service catalog items and complex workflows or flows.
- Lead customer ServiceNow release, patching, and upgrade activities.
- Execute and coordinate the testing and quality assurance activities for new enhancements within the customer's ServiceNow environment.
- Interface with Product Owner and other resources to hand off work.
- Function as quality assurance and control for work coming from other teams prior to it being promoted into production.
- Take on technical leadership responsibilities for complex tasks.
- Track work for reporting to the customer.
- Responsibly interact with customer points of contact as a part of normal operations.
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