ServiceNow Business Analyst – (Mobile, AL) may work remote

  • Job Details

  • Job Status: Filled
  • Posted On: September 1, 2019
  • Job Category: Information Technology
  • Position Type: Full Time
  • Location:
  • Desired Experience: 5+
  • Desired Education: Bachelors
  • Compensation:
  • Travel: Quarterly
  • Relocation: No

Gateway Sourcing has a client need for a ServiceNow (Platform Analyst) with experience in the Customer Service Management module. Join a successful company with creative collaboration, hard work, innovation and performance. If you are looking for challenging, engaging work and helping your company succeed, we would love to hear from you.

The Senior Business Process Analyst is primarily responsible for providing support of upgrade and enhancement to ServiceNow Customer Service Management supporting the business mission. The Business Process Analyst will define requirements, make recommendations, and suggest process improvements. Additionally, this candidate will be running workshops, creating use cases, and providing work flow analysis.

 

Responsibilities:

  • Own, develop, deliver, and help train on upgrade and implementation processes.
  • Facilitate training or workshops, help implement best practices, draw gaps, make recommendations and create roadmaps
  • Create end user documentation via PowerPoint, Word and Excel
  • Ensure developed processes align with other department processes (i.e. Architecture, Finance, Infrastructure Delivery)
  • Perform appropriate project coordination needed to lead & drive the effort over time, including planning, resource management, and status reporting.
  • Perform analysis of business processes or operations in order to develop new or modified information processing systems.
  • Facilitate standards of process documentation, definition, and education, ensuring coordination of effort and key inputs and outputs of all processes so they are integrated effectively.
  • Assist in meetings between departments for inter-related processes to ensure desired process integration and overall consistency and effectiveness across the enterprise.
  • Develop metrics and reporting tools that can be used to measure effectiveness and efficiency of processes and systems.
  • Coordinate/assist with training sessions for the new processes and systems.
  • Coordinate service, process, and procedure rollouts, track and report progress on adoption.
  • Create or assist others in the writing of user documentation, instructions, and procedures

Requirements:

Successful candidates will possess the following skills and experience:

  • 5 years’ experience with ServiceNow implementation and upgrades:  requirements gathering, documentation and management, specifically creating business and functional requirements and specifications and requirements traceability matrices.
  • 3 years’ experience with Configuration Management
  • Competency with JavaScript
  • 3 years of experience with the Customer Service Management module REQUIRED.
  • 3 years of incident management experience
  • 5 years of experience in information technology methodologies including working with developers, operational staff, service desk staff, and business users.
  • 2 years’ experience and proficiency in facilitating meetings and interviews with end users at all levels of an organization
  • 3 years’ experience with testing procedures.
  • 3 years’ experience with working on projects utilizing Agile Project management for enterprise projects, with KANBAN highly preferred.
  • 3 years’ experience with creation of formal test cases and scripts
  • ITIL V2 or V3 Foundations Certification preferred.
  • 3 years’ experience with Change Management
  • Experience utilizing Jakarta or later
  • Experience performing business analysis for ServiceNow related projects efforts
  • Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future

 

Location:  The position will be located in Mobile, AL.  Remote candidates may be considered but will require a minimum quarterly visit for a week.  Travel otherwise is negligible.

 

Compensation:  The position is full time and pays an annual salary commensurate with experience and includes full benefits

 

If you are qualified and interested, please submit your resume and cover letter.

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