Quantum · 2 days ago

Senior ServiceNow Business Analyst

United States

Full-time

Remote

Senior Level, Lead/Staff

8+ years exp

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Responsibilities

Requirements Gathering and Analysis: Collaborate with cross-functional teams and stakeholders to understand business needs. Lead gathering detailed requirements for processes and workflows and translating these requirements into acceptable user stories and acceptance criteria. Conduct thorough analysis of existing processes to identify opportunities for improvement.

Process Design and Documentation: Design and document processes ensuring alignment with ITIL best practices and organizational objectives. Develop detailed process flows, workflows, and other documentation to guide the implementation of ServiceNow solutions that align with meet stakeholder expectations and business requirements.

Testing and Validation: Develop and execute comprehensive test plans and test cases to validate the functionality(s). Conduct user acceptance testing (UAT) to ensure that solutions meet stakeholder expectations and business requirements. Conduct Peer review and QA as needed.

Training and Change Management: Develop and deliver training materials and user guides to educate users and stakeholders on new or modified processes. Provide ongoing support and guidance to users to facilitate the adoption of process changes and ensure compliance with policies and regulations. Support change management processes by assessing the impact of proposed changes and ensuring that all changes are properly documented and recorded.

Continuous Improvement and Optimization: Monitor the performance of processes through key performance indicators (KPIs) and metrics. Identify opportunities for process optimization and efficiency gains, and drive initiatives to implement continuous improvements.

Documentation and Compliance: Maintain comprehensive documentation of processes, requirements, solutions, and configurations within the ServiceNow platform. Ensure compliance with regulatory requirements, industry standards, and internal policies through effective process design and implementation.

Business Development: Assist the Business Development team with new client bids, SOW, and RFPs. Lead demonstrations of ServiceNow solutions, both standard and tailored, to prospective clients.

Other: Assist with Project Management activities such as project scope, estimation, and planning.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

ServiceNowITSMCSMFSMBusiness AnalysisRequirements GatheringProcess DesignUser Acceptance TestingChange ManagementDocumentationServiceNow AdministrationServiceNow DevelopmentITIL V3Certified Scrum MasterITIL ConceptsIIBA CertificationPMI Professional in Business AnalysisMentoring

Required

Bachelor's degree in relevant field and/or equivalent experience and training

8+ years of relevant professional experience with a minimum of 5+ years of experience performing business analysis and administrator duties. Experience in implementations of ITSM, CSM, FSM preferred.

Demonstrated experience in cross-functional team collaboration at an organizational level, team level and client/agency level.

Demonstrated ability to translate business requirements into technical solutions and vice versa.

Strong analytical and problem-solving skills to identify and resolve technical issues efficiently.

Excellent communication skills to collaborate effectively with QTG and partners’ cross-functional teams, stakeholders, and agency users.

Ability to mentor junior team members and guiding them in ServiceNow best practices.

A commitment to staying updated on the latest ServiceNow releases, features, and industry trends.

Flexibility to adapt to changing requirements and technology landscapes, and the ability to guide the organization accordingly.

ServiceNow administration and/or development experience in Federal government and/or State and Local government environments is a plus.

Possess ServiceNow certificates that provide a fundamental understanding of the ServiceNow platform and modules and that focus on business process analysis such as: ServiceNow Certified System Administrator, ServiceNow Certified Implementation Specialist: (Any), ITIL V3, Certified Scrum Master