Business Analysts with ServiceNow

Technical/Functional Skills

Strong understanding of ServiceNow CMDB and CSDM

Requirements gathering and business process analysis

Workshop facilitation and stakeholder management

Process mapping and documentation

ITIL Foundation knowledge

Data analysis and reporting

User story and acceptance criteria creation

Excellent communication and presentation skills

Roles & Responsibilities

Bachelor s degree in computer science, engineering, information systems, or a related technical field; master s degree preferred.

5+ years of experience delivering enterprise IT or software solutions, including at least 3 years of hands-on ServiceNow related process in complex, multi-system environments, ServiceNow CMDB and how it supports other ITSM processes (e.g.: Incident, Problem, Change, and Asset Mgt.)

Experience working with stakeholders to understand, document, and prioritize requirements for process and ServiceNow enhancements

Experience creating, managing, and prioritizing enhancement development stories with business requirements, acceptance criteria, and Requirements Traceability Matrices (RTM) and working with stakeholders to complete User Acceptance Testing (UAT), deployment and production verification.

Experience defining and documenting governance processes and procedures and ensuring that the processes are followed

Experience creating CI Data Health reports and working with CI Data Owners to identify and resolve CI data gaps to maintain CI data accuracy

Experience working with CI Data Owners to define, document, and implement CI Data audits

Education: Bachelor s degree in computer science, engineering, information systems, or a related technical field; master s degree preferred