Service Now - Business Analyst - Diverse Linx

Service Now - Business Analyst

Hybrid - Durham, NC

Top 3 skills required for this role:

Customer Service Management (CSM) module in Service Now

ServiceNow Business Analyst

Industry experience 10 years+ ServiceNow experience Minimum 3 years

Responsibilities include:

Drive process definition, re-engineering, improvement, and gap analysis of current/to-be processes during client workshops with key customer sponsors and stakeholders.

Should have good understanding and experience in CSM (Customer Service Management) module Service Now.

Develop required documentation such as workshop agenda, presentations, gap analysis reports, process flow diagrams, roles/responsibilities.

Identifying areas of process improvement (efficiency and effectiveness) and recommending solutions that detail pros, cons, and risks.

Promoting continuous process improvement practices through process metrics/KPIs, dashboards and role accountabilities.

Managing and communicating process and business requirements to the implementation team as a bridge to ensure that the proposed solutions meet the customer's expectations.

Participate in testing and ensure all the required documentation is in place to support the client and Managed Service team where needed.

Co-ordination and support of client UAT, verifying defects and enhancements and working with the development team to rectify.

Support client process governance activities, enabling the establishment of boards and management frameworks or adapting existing frameworks as appropriate.

Demonstrations of the product for customers

Skills and Experience:

Three years minimum of directly related to ServiceNow process consultancy experience.

Proven experience in defining and deploying 'to be' best practice processes and in identifying solutions from a people, process, and technology perspective.

Excellent communication skills (both written and verbal) with strong presentation skills Solid experience in requirements gathering, including experience in creating process documentation.

Demonstrate ability to influence and consult (providing options with pros, cons and risks) while providing thought leadership to stakeholders in solving governance, process or technical problems.

Strong interpersonal skills, customer centric attitude, ability to deal with cultural diversity Proven team player and team builder.

Ability to effectively communicate with all levels of the organization.

Ability to demonstrate analytical and problem-solving skills.

Ability to mentor novice staff and drive quality, value, and best practise.