ServiceNow Business Analyst - Remote

Responsible for most complex systems process analysis, design, and simulation. Requires highest-level understanding of organization's business systems and industry requirements. Focus is on process analysis and re-engineering, with an understanding of technical problems and solutions as they relate to the current and future business environment. Creates process change by integrating new processes with existing ones and communicating these changes to impacted Business Systems teams. Recommends and facilitates quality improvement efforts. May lead re-engineering team and act as project manager in some cases.

Key Tasks, Qualifications, and Certifications:

Roles and Responsibilities

• Lead creation of business process models, related documents, operating procedures, and perform other tasks needed to support the ITSM modernization initiative
• Collect and analyze data to initiate, develop and recommend business practices and procedures that focus on elimination of redundancies and improvement of operational experiences for users
• Identify and analyze business problems and define scope of activities required to address the issues, including requirement definition, process review, impact assessment and operational streamlining of service management tasks
• Plan and implement approved business solutions and develop methods that aligns staff, processes, systems, policies and organizational structures with the mission and strategy of the Customer
• Develop metrics that provide data for process measurement that facilitates the identification of operational efficiencies and future improvement opportunities
• Conduct quality assessments to validate implemented processes
• Collaborate with stakeholders and subject matter experts; conduct workshops to identify business needs
• Translate business requirements into User stories and technical requirements
• Create clear and concise User Communication and Stakeholder communication, and status reports as needed
• Create User manual and operation manuals as needed
• Provide timely update on tasks and meet internal and client deadlines with high quality deliverables
• Participate in Sprint Planning Sessions and Program review planning
• Track Epics and stories in ServiceNow system

Qualifications

Preferred Skills:

• Good knowledge of business modeling terminology
• Ability to quickly learn organizational structure, business strategies and processes
• Experience in business process design for Service Delivery Modernization efforts
• Strong knowledge of ITSM, ITBM, HRSD, and IT workflows
• Knowledge and expert application of change management methodologies
• Exceptional analytical skills
• Excellent customer relationship management skills
• Experience working with cloud-based platforms, including ServiceNow, Salesforce, etc.

Preferred Qualifications:

• BA/BS degree in Business Management, Computer Science, Information Technology, or a related field. (preferred)
• 8+ years of business analysis experience
• 3+ years of ServiceNow Business analyst experience
• ITIL training and certification is a plus
• Industry certification such as Entry Certificate in Business Analysis [ECBA], Certified Business Analysis Professional [CBAP], Certificate of Capability in Business Analysis [CCBA], PMI Professional in Business Analysis [PMI-PBA], etc.) or equivalent job-related experience are a plus but not required
• Experience working in Agile development environment
• Ability to obtain and maintain Federal Government Position of Trust
• Must be a U.S. citizen or foreign citizen authorized to legally work in the United States
• Must pass a background investigation