The Opportunity

We are seeking a talented Senior ServiceNow Business Analyst. As a ServiceNow Senior Business Analyst, you play a crucial role in bridging the gap between the business and technology worlds. You are the liaison who ensures that the organization’s needs are met through the effective utilization of the ServiceNow platform. Your expertise in understanding both business processes and technical capabilities allows you to navigate through complex challenges and deliver innovative solutions. The ServiceNow Senior Business Analyst will be a valued member of a high-performing Service Delivery team that is responsible for providing advanced technical solutions to streamline and optimize business processes utilizing the ServiceNow platform. The ServiceNow Senior Business Analyst will work with customer and technical facing teams to obtain and document use cases, requirements, and perform testing of solutions using the Agile SDLC modules. The Senior Business Analyst will facilitate cross functional team meetings and be capable of driving meetings with both technical and non-technical audiences. You will need to have broad understanding across the platform including ITSM, CSM, ITBM, ITOM, and ITIL processes.

Day In The Life

Business Process Analysis: Elicit, document, and analyze business requirements and processes to identify opportunities for improvement and automation.

ServiceNow Expertise: Leverage deep knowledge of ServiceNow to design and implement effective solutions that align with business objectives.

ITIL Framework: Apply ITIL best practices to optimize service delivery and improve operational efficiency.

SDLC Adherence: Ensure adherence to ServiceNow Software Development Lifecycle (SDLC) processes, including requirements gathering, design, development, testing, and deployment.

Testing: Develop and execute test cases, including functional, regression, and integration testing, to ensure quality and accuracy of ServiceNow solutions.

Stakeholder Management: Collaborate with technical and non-technical stakeholders to gather requirements, communicate project progress, and address concerns.

Documentation: Create clear and concise documentation, including requirements specifications, process flows, and user manuals.

The BA will provide analysis of business and user needs, documentation of requirements, and translation into proper system requirement specifications

Assessing current and future state processes to ensure ITIL alignment in module areas for Incident, Change, Problem, and Major Incident

The BA will utilize the Demand and SDLC repository to archive, create lists, and document requirements

This role will also trouble-shoot workflow issues for users, write requirements, and perform test user functionality

Devises or modifies team procedures to streamline

Work with business units to document use cases requests, define requirements, and outline UAT Acceptance criteria

Support business process re-engineering efforts to configure the system to meet new initiatives or policies

Perform a gap analysis of current/desired processes and ServiceNow functionality when required

The BA will provide effective and comprehensive communication project wide, and engage across the team and project stakeholders

Coordinate and conduct working sessions to gather and document requirements

Work closely with engineers to ensure all requirements are understood, documented, and tested

Provides training and support to end users including developing training materials, delivering training sessions, and answering user questions

Introduce and educate users as it relates to ITIL best practices as part of Champions group

Qualifications:

Bachelors degree or equivalent work experience

Minimum 5 years of hands-on experience with ServiceNow, including a strong understanding of ITSM processes and best practices.

Project Management

Excellent oral and written communication skills.

Excellent analytical/critical thinking skills.

A self-starter that can work independently or collaboratively as needed.

ITIL Certification: ITIL Foundation certification or higher is preferred.

Business Analysis Skills: Proven ability to elicit, analyze, and document business requirements.

Technical Understanding: Familiarity with ServiceNow architecture, data modeling, and integration technologies.

Communication Skills: Excellent communication skills, both written and verbal, to effectively collaborate with stakeholders at all levels.

Problem-Solving Skills: Ability to identify and resolve complex business problems.

For California, Colorado and New York Applicants:  In accordance with the Equal Pay for Equal Work Act, the expected salary range for this position is between:

Actual Pay will be adjusted based on experience and other job-related factors permitted by law.

This position qualifies for the following benefits; Co-op Solutions offers a competitive Total Rewards package: 401(k) with generous company match, Health, Dental, and Vision Insurance options, Health Savings Account/Flexible Spending Account, Life Insurance, Short- and Long-Term disability benefits, Pregnancy and Parental Leave, Tuition Reimbursement, Paid Time Off (PTO), Paid Holidays, Community Volunteer Time Off, and an Employee Assistance Program.