Senior ServiceNow Business Analyst

Servicenow; Arizona; On-site; USD 90,000 - 120,000; Full time

Job summary

ServiceNow is seeking a Sr. IT Service Management Business Analyst to lead Change and Problem Management efforts across the client IT landscape, focusing on governance, risk assessment, and automation opportunities in a regulated environment.

You will work in a small agile team, using ServiceNow to deliver solutions that improve efficiency and enable data-driven decision making, with strong communication across IT and business stakeholders.

Qualifications

• 3+ years’ experience in IT Service Management.
• Bachelor's degree or equivalent experience.
• ServiceNow experience preferred.
• ITIL 4 Certification preferred.
• Lean Six Sigma Certification preferred.
• Knowledge of Agile methodology and SDLC.
• Excellent verbal and written communication at all levels IT and business.

Responsibilities

• Lead IT Change Management and Problem Management practices.
• Perform change assessments, risk assessments, and root-cause analysis.
• Define metrics and measure success of change and problem processes.
• Analyze incident trend data and identify problem candidates.
• Conduct root cause analysis and propose process improvements.
• Work in an agile methodology and participate in agile ceremonies.
• Lead business requirements/technical documentation review meetings.
• Define, document, and understand business requirements from multiple stakeholders.

Skills

IT Service Management

Change Management

Problem Management

Data Analysis

Agile Methodology

Communication

Leadership

Mentoring

Education

Bachelor's degree

Tools

ServiceNow

Job description

What You’ll Do

In this role, you will serve as part of an IT Service Management (ITSM) team in a highly regulated environment supporting the client. The Sr. Business Analyst would lead and manage the IT Change Management and Problem Management practices of the organization and work across the IT landscape to perform change assessments, risk assessments, root-cause analysis, and impact analysis. Additionally, this position would work in a small agile team, using ServiceNow to deliver and maintain technology solutions that improve operational efficiency with a focus on process improvement and automation.

How You’ll Make an Impact

• Lead IT Change Management and Problem Management practices for the client
• Work across the IT landscape to perform change assessments, risk assessments, and root-cause analysis to prevent potential impact to the client
• Institute governance to optimize IT processes and minimize long-term risk to the client
• Define metrics and analyze data to improve operational efficiency with a focus on automation opportunities for the client

What You Can Expect

• Chair Change Management Advisory Board (CAB) meetings.
• Perform change assessments, risk assessments, and impact analysis.
• Define and measure success metrics to monitor the change and problem processes.
• Analyze incident trend data and identify problem candidates.
• Conduct root cause analysis on problems impacting the organization and proactively recognize where processes can be improved.
• Work in an agile methodology and participate in agile ceremonies providing insight and expertise in level of effort, timeline, and status updates.
• Lead and conduct business requirements/technical documentation review meetings.
• Define, document, and understand business requirements from multiple stakeholders, propose solutions based on requirements, and prioritize them towards achieving long term goals.
• Pull information from multiple sources from within the organization while analyzing and reporting the relevant data trends for informed decision making.
• Determine the validity and reliability of data; implement new analytical techniques and methods to ensure data quality and integrity.
• Partner with stakeholders to create and communicate process artifacts such as complex workflow diagrams.
• Institute governance to optimize processes and minimize long-term risk.
• Interpret policy and monitor policy compliance and regulations to ensure adherence or acceptance.

What You’ll Bring

• 3+ years’ experience in IT Service Management is required.
• 4-year degree or equivalent experience is required.
• Experience with ServiceNow is preferred.
• ITIL 4 Certification is preferred.
• Lean Six Sigma Certification is preferred.
• Knowledge of Agile methodology and software development lifecycle.
• Excellent communications skills required – verbally and written with all levels of IT and business management.
• Create an inclusive working environment where change can be embraced by all backgrounds.
• Ability to communicate technical topics to a non-technical audience.
• Ability to break down ideas/issues into solutions.
• Give and receive effective feedback across all interactions.
• Seek opportunities to improve work processes, systems, etc.
• Demonstrates an understanding of risk that promotes positive change aligned to the business strategy.
• Develop trust and a reputation as an approachable and respectful leader.
• Display awareness in how personal emotions can impact team performance.
• Deliver well-organized presentations at appropriate level for audience.
• Proactively facilitate conversations on how oneself and others can improve in the future.
• Ability to mentor/coach others.
• Champion appropriate governance and sustain a risk intelligent culture through internal relationships.