Kuinua Tech LLC ยท 19 hours ago
ServiceNow Business Analyst
United States
Full-time
Remote
Senior Level
5+ years expKuinua Tech LLC is seeking a ServiceNow Business Analyst to act as a liaison between business stakeholders and technical teams. The role involves gathering and analyzing business requirements, designing solutions, and supporting the implementation of ServiceNow functionalities to meet business needs.
ConsultingInformation TechnologyWeb Development
Responsibilities
Requirements Gathering & Analysis: Collaborate with business stakeholders to understand their needs and document detailed business requirements for ServiceNow solutions, including ITSM, ITOM, CSM, CMDB, and other ServiceNow modules
Business Process Mapping: Analyze and map existing business processes, identify areas for improvement, and propose streamlined workflows that leverage ServiceNow functionality
Solution Design: Work closely with ServiceNow developers and architects to design solutions that meet business requirements, ensuring the alignment of the ServiceNow platform with business objectives and ITIL best practices
User Stories & Documentation: Develop detailed user stories, process flows, and use cases for ServiceNow configurations, customizations, and integrations
Configuration Support: Assist in the configuration of ServiceNow applications, including setting up business rules, workflows, forms, reports, and dashboards to meet business requirements
Testing & Quality Assurance: Coordinate user acceptance testing (UAT), ensuring that solutions are thoroughly tested and meet business expectations before deployment
Stakeholder Communication: Maintain regular communication with business users and technical teams to ensure alignment on project goals, timelines, and deliverables
Continuous Improvement: Identify opportunities for continuous improvement and optimization of ServiceNow processes and functionalities based on business feedback and performance metrics
Training & Support: Provide training and support to end-users on new or enhanced ServiceNow features, ensuring a smooth transition and adoption of new solutions
Change Management: Help support the change management process for ServiceNow upgrades and enhancements, ensuring proper communication and user readiness for changes
Qualification
Required
5+ years of experience as a ServiceNow Business Analyst, with at least 3 years specifically focused on ServiceNow implementations and process automation
Deep understanding of IT Service Management (ITSM), IT Operations Management (ITOM), Customer Service Management (CSM), and CMDB
Strong ability to analyze business requirements, model processes, and translate them into technical specifications. Proficiency in creating user stories, workflows, and process documentation
Excellent verbal and written communication skills, with the ability to effectively collaborate with both business and technical teams. Strong presentation and facilitation skills
Proven ability to work with various stakeholders, including business leaders, IT teams, and external vendors, to gather requirements, manage expectations, and deliver results
Strong analytical and problem-solving skills with the ability to address complex business challenges and propose effective solutions
A solid understanding of ITIL frameworks, particularly in the context of ServiceNow, is highly beneficial
ServiceNow Certified System Administrator (CSA) certification required
Preferred
Experience working in Agile/Scrum environments, including participation in sprint planning, retrospectives, and daily stand-ups
Knowledge of ServiceNow integrations (REST/SOAP) and data management
Familiarity with ServiceNow CSM features, including Case Management, Customer Portals, Knowledge Management, Omnichannel Engagement (email, chat, virtual agent), and experience configuring and optimizing customer service processes
Familiarity with advanced ServiceNow features like Flow Designer, Virtual Agent, or Performance Analytics
Experience with data migration and integration projects involving ServiceNow
Understanding of cloud technologies (AWS, Azure) and how they integrate with ServiceNow
Benefits
All travel will be reimbursed.
Company
Kuinua Tech LLC
Kuinua Tech is a certified Microsoft Cloud Partner that prides itself as an IT services company and specializes in: SharePoint Development Web & Application Development Microsoft 365 Cloud Architecture & Administration IT Helpdesk Support Automated Workflow Development, AI Development We are a Service Disabled Veteran Owned & Operated business.
2-10 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase