ServiceNow Business Analyst Job Description

ServiceNow Business Analyst Job Description

4.5
160 votes for ServiceNow Business Analyst
Servicenow business analyst provides specific ITSM process (such as Incident Management, Change Management, Problem Management, Asset Management, Configuration Management and Knowledge Management) support to the preparation and evaluation of technical documents, papers, studies, analysis, and briefings.

ServiceNow Business Analyst Duties & Responsibilities

To write an effective servicenow business analyst job description, begin by listing detailed duties, responsibilities and expectations. We have included servicenow business analyst job description templates that you can modify and use.

Sample responsibilities for this position include:

Essential - Determine and define business needs and global requirements to develop and continue the growth of a multi instance ServiceNow environment with primary focus on the Configuration Management process
As part of onsite client facing team, work closely with ServiceNow functional team to lead and drive technical solution design sessions for assigned ServiceNow applications
A proven track record in ITSM project management, ideally with a strong background in delivering strategic ServiceNow IT Service management solutions in the financial industry
Owns the support and enhancement process (known as "business as usual") for ServiceNow in the Deere environment, working closely with supplier resources
Manages and communicates ServiceNow release schedule
Develops use cases, process diagrams, and requirements documentation using stories and scrum tasks in ServiceNow (Implementation Hub)
Document and map current ITSM processes and perform gap analyses against desired or best practice, preferably using industry standard techniques and frameworks such as Lean and ITIL
Work closely with process owners and request type owners to elicit and agree requirements for request workflows and IT self-service on ServiceNow instance
Ensure users are respectfully challenged when requesting ServiceNow enhancements and that lean/six sigma, process design standards are integrated into each design
Work directly with end users to resolve escalated issues/defects within ServiceNow

ServiceNow Business Analyst Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for ServiceNow Business Analyst

List any licenses or certifications required by the position: ITIL, ITSM, ITOM, ITBM, HR, CSM, CSA, SCRUM, II, IAT

Education for ServiceNow Business Analyst

Typically a job would require a certain level of education.

Employers hiring for the servicenow business analyst job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Computer Science, Information Systems, Business, Education, Information Technology, Management Information Systems, Technical, Business/Administration, Engineering, Technology

Skills for ServiceNow Business Analyst

Desired skills for servicenow business analyst include:

Along with corresponding support tools
Configuration management methodologies
Requirements management
JIRA
ServiceNow
Configuration Management
Change Management
ITSM processes
Incident Management and Problem Management
Lean Six Sigma principles

Desired experience for servicenow business analyst includes:

Responsible for requirement gathering and process documentation on client engagements
Support analysis of business processes and provide innovative and scalable solutions to increase operational maturity for client
Follow-up on outstanding client needs and provide timely status reports to Project Manager and Process Consultant on engagement
Builds positive relationships with external clients by providing excellent service/support and consistent communication as appropriate
Performs accurate internal operational tasks such as time tracking, expense reporting and knowledge sharing
Analysing and documenting requirements for particular ITIL processes and maping them to the Service Now tool

ServiceNow Business Analyst Examples

1

ServiceNow Business Analyst Job Description

Job Description Example
Our growing company is looking for a servicenow business analyst. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for servicenow business analyst
  • ServiceNow end user and customer communication
  • ServiceNow end user and customer training
  • Working with the process team to drive out requirements
  • Working within the Engineering team to articulate technical challenges and opportunities
  • Participating and contributing to workshops offering best possible solutions
  • Specific ITSM or ITIL experience and exposure
  • A strong background as a Business Analyst
  • A proactive attitude to development and a willingness to be active in the definition of the ITSM development with our clients
  • A willingness to travel to other locations particularly Birmingham
  • The ability to show evidence that you can work with clients, distill requirements, work in partnership with client‘s and engineers to deliver solutions, document and drive signoff
Qualifications for servicenow business analyst
  • Excellent management and influencing skills full understanding and ability to lead on all ITIL processes
  • Able to work independently without significant supervision
  • Highly analytical in your approach
  • Actively manage application specific enhancements / defects as assigned to the BA
  • University Bachelor’s degree in the field of computer science, business or related field with minimum of 3-5 years of business analysis and business partnership experience
  • Work in global teams and support global cross-functional environment partnering with internal customers for requirements gathering, analysis and business process definition
2

ServiceNow Business Analyst Job Description

Job Description Example
Our innovative and growing company is hiring for a servicenow business analyst. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for servicenow business analyst
  • Analyzes business processes and documents functional requirements to increase operational maturity
  • Translates and documents client needs into actionable requirements
  • Develops use cases, process diagrams, and requirements documentation
  • Collaborates with clients and Fruition project team to design appropriate process solutions
  • Evaluates requirement changes and provides feedback to ensure alignment to original design objectives
  • Follows up on outstanding client needs and provides timely status reports to project manager
  • Builds positive relationships with clients by providing excellent service/support and consistent communication as appropriate
  • Responsible for working with supplier to prioritize day to day "business as usual" requests
  • Accountable for planning (using agile methodology) for new functionality that comes in the tool with new implementations and business as usual requests
  • Audits tool for appropriate usage, including license audits and ITIL process audits
Qualifications for servicenow business analyst
  • Proven experience of documenting Business Requirements, Functional Specifications, Test Scripts and Test Plans, and End User Training
  • Experience using a structured SDLC or agile/scrum methodology required
  • Experience of designing or working with integrated processes primarily with HR Management System and Identity Management System desired
  • Leads testing for tool upgrades
  • 5-plus years’ experience in Service Management
  • Must be able to independently design, develop, implement, manage, and support various projects
3

ServiceNow Business Analyst Job Description

Job Description Example
Our innovative and growing company is looking for a servicenow business analyst. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for servicenow business analyst
  • Understand IT Security business processes and translate them into ServiceNow data, workflows and reporting
  • Map data from multiple systems and/or processes into a common ServiceNow data model
  • Formulates and defines system scope and objectives based on both user needs and a thorough understanding of business systems and industry requirements
  • Works with the team to select or create appropriate scenarios to test all results to determine whether system changes met project specifications
  • Work with vendors, developers, SCRUM Master and Product/Process Owners to reach consensus on appropriate solutions
  • Design optimal self-service forms, user-interface navigation and layout with the end-user experience in mind
  • Design request fulfillment workflows for the purposes of on-boarding, server deployments, application access and hardware provisioning, among other use cases
  • Ensure workflows are designed with efficiency, operational effectiveness and continuous service improvement in mind
  • Ensure appropriate designs are signed off and prioritized through the SCRUM process
  • Ensure all requirements and designs are adequately documented through collaboration with development teams and process owners
Qualifications for servicenow business analyst
  • Experience with process and workflow modeling
  • Demonstrated expertise in managing small and medium-size projects
  • Proficient in mapping of business processes to user and functional needs
  • Ability to establish relationships with employees at all levels of the company
  • ITIL Certification a plus, not a requirement
  • Perform duties with limited supervision
4

ServiceNow Business Analyst Job Description

Job Description Example
Our company is growing rapidly and is looking for a servicenow business analyst. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for servicenow business analyst
  • Adhere to BTL’s processes for Change Management, Incident Management, as applicable
  • Must have ServiceNow experience and domain separation is a plus
  • Accurately document requirements for other process improvements across the ITIL lifecycle such as Incident, Knowledge, Request, Problem, Change, Release, Configuration, Access, Asset, Demand, Event, Capacity and Service Level Management
  • Creates end-user training materials based on project requirements
  • Develops and maintains new procedures that promote interdepartmental communication and efficiency
  • Should have good experience on effort & schedule estimation and provide inputs to project managers
  • Design appropriate solutions for data import/export between Service-now and other systems
  • Follow and implement industry best practices for release & environment management, source code control with SNOW development COE
  • Manage application and platform upgrades with impact assessments & remediation plans
  • Partner with the various departments to define and document process, strive for operational excellence and translate business problems to solutions
Qualifications for servicenow business analyst
  • Experience leading a similar transition or integration projects
  • Experience operating within a validated systems environment (FDA, European Agency for the Evaluation of Medicinal Products, Ministry of Health)
  • 5-10 years' experience in a ITSM consulting or ITSM system business analysis role
  • Highly capable at critical analysis of current processes and identification of gaps vs
  • Capable of applying pragmatism in end-user requests and discussing advantages and disadvantages of certain approaches to articulate future state
  • Highly Knowledgeable of ITSM processes, in particular, but not limited to request fulfillment
5

ServiceNow Business Analyst Job Description

Job Description Example
Our growing company is searching for experienced candidates for the position of servicenow business analyst. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for servicenow business analyst
  • Analyze long term requirements and make recommendations and proposals for implementing technology strategies
  • Service Desk Q/A
  • Customer CSAT remediation and reporting
  • Helping with the implementation of new, and ensuring team is meeting set metrics
  • ITSM process review and improvement recommendations
  • CSAT/key metrics reporting to department leadership
  • Developing, organizing, and managing business and functional requirements for IT projects and initiatives
  • Translating requirements into design documentation, including, but not limited to, workflows and detailed requirements documents
  • Working with software testing engineers to ensure requirements effectively support the development and execution of test plans, including test cases/scripts/scenarios
  • Performing software testing, as needed, according to established methodologies and using standard tools
Qualifications for servicenow business analyst
  • Highly Knowledgeable in best practices relating to ITSM, particularly ITIL
  • Highly Knowledgeable in ServiceNow or a similar ITSM software platform
  • Skilled in facilitating workshops, gathering user requirements and confirming stakeholder sign-off
  • Capable of managing stakeholder expectations effectively in terms of adherence to standards and delivery dates
  • Skilled in standard analysis and design techniques such as workflow modeling, use case design, entity relationship diagrams
  • Skilled with process optimization techniques such as Failure Mode Effect Analysis and Value Stream Mapping

Related Job Descriptions

Resume Builder

Create a Resume in Minutes with Professional Resume Templates