Senior ServiceNow Solution Business Analyst - CRI Advantage

The Senior ServiceNow Business Analyst is responsible for guiding the team of business analysts in identifying business needs, defining requirements, and ensuring proposed solutions meet the specified objectives. This role will conduct research and perform analysis required to build respective modules within ServiceNow Platform, capturing business requirements in a form of agile stories, as well as designing and testing configured functionalities end to end as soon as these have been developed. The role involves mentoring and guiding Business analysts, eliciting, analyzing, solutioning, designing, configuring, and testing baseline and custom applications to enhance the platform. You will be a key member of the overall project team working to implement and configure ServiceNow for clients.

Duties:

• Mentor, and guide a team of business analysts.
• Lead by example and promote a culture of continuous improvement.
• Provide training and support to enhance the skills of the business analysis team.
• Identify opportunities for process improvements and drive implementation.
• Stay current with industry trends and best practices in business analysis.
• Implement and maintain standards, tools, and best practices for the business analysis team.
• Captures customer's and service providers' requirements into stories, solution the approach, and develop the solution with other developers on the team.
• Understands customer's pain points and appropriately solution a proposed fix.
• Participates in design, test and transition of Service Management and Service Integration solutions within the ServiceNow Platform.
• Performs thorough data analysis, while engaged in projects, to provide requirements for the development team enabling configuration and customization.
• Analyze and document business processes, workflows, and system interactions.
• Assists in gathering core configuration requirements, translating these into design models and manage the overall build process in cooperation with developers.
• Designs and executes training and UAT.
• Coordinate with developers to ensure thorough testing of solutions.
• Ensure defects are tracked, reported, and resolved in a timely manner.
• Assists Development teams to rectify issues and improve services delivered to the customers on the ServiceNow Platform.
• Analyzes system performance issues and determines performance enhancements.
• Works with clients to identify target use cases for automation, as well as defining and documenting business and functional requirements for software development.
• Evaluates ServiceNow platform performance, debug software problems, and make recommendations for problem resolution.

Required Experience/Skills:

• 3 - 7 years relevant experience with ServiceNow including business analysis, solutioning, designing, configuring, testing, troubleshooting, and gathering requirements for baseline and custom applications to enhance the platform.
• 2+ years of experience in business analysis
• 2+ years in a senior role.
• Expert organizational and time management skills with the ability to prioritize, self-starter able to work independently with minimum of supervision.
• Interpersonal skills, to help negotiate priorities and to resolve conflicts among project stakeholders; such as clients and internal team members.
• Strong analytical skills are needed to critically evaluate the information gathered from multiple sources.
• Ability to decompose high-level information into details.
• Facilitation skills to conduct requirements gathering in workshops and provide training to clients and internal team members.
• Use of industry recognized technologies to facilitate work environment.
• Demonstrate experience in communicating across all levels of an organization, at the most senior levels
• Understanding Scrum Methodology.

Required Education:

• Bachelors degree in Business Administration or related field; equivalent of 4 years of related work experience acceptable in lieu of a degree.

Certifications required:

• ServiceNow Certified System Administrator

Certifications desired:

• COBIT, VeriSM, IT4IT, Lean IT, ITIL Foundation+ (desirable).
• Certified Implementation Specialist (CIS) Certification in ServiceNow

Clarify: Required v. Desired [JB1]