ServiceNow Business Analyst Job Description
ServiceNow Business Analyst Duties & Responsibilities
To write an effective servicenow business analyst job description, begin by listing detailed duties, responsibilities and expectations. We have included servicenow business analyst job description templates that you can modify and use.
Sample responsibilities for this position include:
ServiceNow Business Analyst Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for ServiceNow Business Analyst
List any licenses or certifications required by the position: ITIL, ITSM, ITOM, ITBM, HR, CSM, CSA, SCRUM, II, IAT
Education for ServiceNow Business Analyst
Typically a job would require a certain level of education.
Employers hiring for the servicenow business analyst job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Computer Science, Information Systems, Business, Education, Information Technology, Management Information Systems, Technical, Business/Administration, Engineering, Technology
Skills for ServiceNow Business Analyst
Desired skills for servicenow business analyst include:
Desired experience for servicenow business analyst includes:
ServiceNow Business Analyst Examples
ServiceNow Business Analyst Job Description
- ServiceNow end user and customer communication
- ServiceNow end user and customer training
- Working with the process team to drive out requirements
- Working within the Engineering team to articulate technical challenges and opportunities
- Participating and contributing to workshops offering best possible solutions
- Specific ITSM or ITIL experience and exposure
- A strong background as a Business Analyst
- A proactive attitude to development and a willingness to be active in the definition of the ITSM development with our clients
- A willingness to travel to other locations particularly Birmingham
- The ability to show evidence that you can work with clients, distill requirements, work in partnership with client‘s and engineers to deliver solutions, document and drive signoff
- Excellent management and influencing skills full understanding and ability to lead on all ITIL processes
- Able to work independently without significant supervision
- Highly analytical in your approach
- Actively manage application specific enhancements / defects as assigned to the BA
- University Bachelor’s degree in the field of computer science, business or related field with minimum of 3-5 years of business analysis and business partnership experience
- Work in global teams and support global cross-functional environment partnering with internal customers for requirements gathering, analysis and business process definition
ServiceNow Business Analyst Job Description
- Analyzes business processes and documents functional requirements to increase operational maturity
- Translates and documents client needs into actionable requirements
- Develops use cases, process diagrams, and requirements documentation
- Collaborates with clients and Fruition project team to design appropriate process solutions
- Evaluates requirement changes and provides feedback to ensure alignment to original design objectives
- Follows up on outstanding client needs and provides timely status reports to project manager
- Builds positive relationships with clients by providing excellent service/support and consistent communication as appropriate
- Responsible for working with supplier to prioritize day to day "business as usual" requests
- Accountable for planning (using agile methodology) for new functionality that comes in the tool with new implementations and business as usual requests
- Audits tool for appropriate usage, including license audits and ITIL process audits
- Proven experience of documenting Business Requirements, Functional Specifications, Test Scripts and Test Plans, and End User Training
- Experience using a structured SDLC or agile/scrum methodology required
- Experience of designing or working with integrated processes primarily with HR Management System and Identity Management System desired
- Leads testing for tool upgrades
- 5-plus years’ experience in Service Management
- Must be able to independently design, develop, implement, manage, and support various projects
ServiceNow Business Analyst Job Description
- Understand IT Security business processes and translate them into ServiceNow data, workflows and reporting
- Map data from multiple systems and/or processes into a common ServiceNow data model
- Formulates and defines system scope and objectives based on both user needs and a thorough understanding of business systems and industry requirements
- Works with the team to select or create appropriate scenarios to test all results to determine whether system changes met project specifications
- Work with vendors, developers, SCRUM Master and Product/Process Owners to reach consensus on appropriate solutions
- Design optimal self-service forms, user-interface navigation and layout with the end-user experience in mind
- Design request fulfillment workflows for the purposes of on-boarding, server deployments, application access and hardware provisioning, among other use cases
- Ensure workflows are designed with efficiency, operational effectiveness and continuous service improvement in mind
- Ensure appropriate designs are signed off and prioritized through the SCRUM process
- Ensure all requirements and designs are adequately documented through collaboration with development teams and process owners
- Experience with process and workflow modeling
- Demonstrated expertise in managing small and medium-size projects
- Proficient in mapping of business processes to user and functional needs
- Ability to establish relationships with employees at all levels of the company
- ITIL Certification a plus, not a requirement
- Perform duties with limited supervision
ServiceNow Business Analyst Job Description
- Adhere to BTL’s processes for Change Management, Incident Management, as applicable
- Must have ServiceNow experience and domain separation is a plus
- Accurately document requirements for other process improvements across the ITIL lifecycle such as Incident, Knowledge, Request, Problem, Change, Release, Configuration, Access, Asset, Demand, Event, Capacity and Service Level Management
- Creates end-user training materials based on project requirements
- Develops and maintains new procedures that promote interdepartmental communication and efficiency
- Should have good experience on effort & schedule estimation and provide inputs to project managers
- Design appropriate solutions for data import/export between Service-now and other systems
- Follow and implement industry best practices for release & environment management, source code control with SNOW development COE
- Manage application and platform upgrades with impact assessments & remediation plans
- Partner with the various departments to define and document process, strive for operational excellence and translate business problems to solutions
- Experience leading a similar transition or integration projects
- Experience operating within a validated systems environment (FDA, European Agency for the Evaluation of Medicinal Products, Ministry of Health)
- 5-10 years' experience in a ITSM consulting or ITSM system business analysis role
- Highly capable at critical analysis of current processes and identification of gaps vs
- Capable of applying pragmatism in end-user requests and discussing advantages and disadvantages of certain approaches to articulate future state
- Highly Knowledgeable of ITSM processes, in particular, but not limited to request fulfillment
ServiceNow Business Analyst Job Description
- Analyze long term requirements and make recommendations and proposals for implementing technology strategies
- Service Desk Q/A
- Customer CSAT remediation and reporting
- Helping with the implementation of new, and ensuring team is meeting set metrics
- ITSM process review and improvement recommendations
- CSAT/key metrics reporting to department leadership
- Developing, organizing, and managing business and functional requirements for IT projects and initiatives
- Translating requirements into design documentation, including, but not limited to, workflows and detailed requirements documents
- Working with software testing engineers to ensure requirements effectively support the development and execution of test plans, including test cases/scripts/scenarios
- Performing software testing, as needed, according to established methodologies and using standard tools
- Highly Knowledgeable in best practices relating to ITSM, particularly ITIL
- Highly Knowledgeable in ServiceNow or a similar ITSM software platform
- Skilled in facilitating workshops, gathering user requirements and confirming stakeholder sign-off
- Capable of managing stakeholder expectations effectively in terms of adherence to standards and delivery dates
- Skilled in standard analysis and design techniques such as workflow modeling, use case design, entity relationship diagrams
- Skilled with process optimization techniques such as Failure Mode Effect Analysis and Value Stream Mapping