Business Analyst for ServiceNow primarily remote
Company: Conexus Staffing Inc
Location: Baltimore
Posted on: May 4, 2024
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Job Description:
Job Description
Job Description
This position is long term contract that is primarily remote with a
meeting estimated every quarter.
Responsible for gathering, understanding and analyzing user
requirements to develop new and/or modify existing business
applications which create significant business value in a dynamic
healthcare environment. Partner with the ITSM Service Operations
Team, IT, and business entities to ensure highly effective and
consistent use of the ServiceNow Platform. Work is performed under
limited supervision. Direct report to the Manager Information
Technology.
Principal Responsibilities and Tasks
The following statements are intended to describe the general
nature and level of work being performed by individuals assigned to
this classification. They are not to be construed as an exhaustive
list of all job duties performed by personnel so classified.
- Responsible for bridging the gap between business needs and
technology solutions, ensuring that our ServiceNow applications and
business processes align with our organizational goals.
- Lead workshops with business teams for customer processes,
document findings, develop/propose workflows, and design documents
for existing and new workflows to maximize the capabilities of the
ServiceNow platform.
- Gather data and create data and/or process visualizations to more
deeply understand key issues and associated impacts.
- Document business and functional requirements to create stories
needed to implement, modify and improve the ITSM system
functionality to enhance business and IT operations.
- Support testing of system modifications and upgrades/updates by
developing test cases, overseeing user testing, and documenting
results.
- Train new users in the use of ServiceNow platform and associated
interfaces/integrations; develop and maintain technical guides to
inform and educate staff in the use of the ITSM system.
- Prepare various types of written documentation (e.g., application
documentation, analytical reports, functional specifications,
training manuals and status reports).
- Provide recommendations and implementation strategies for
improving business processes, procedures, and workflows.
- Assess complex data sets, perform root cause analysis and make
recommendations for improvements.
- Participate in periodic audits of ServiceNow system configuration
and transactions to ensure compliance with policies and regulatory
requirements.
- Work with stakeholders to define and understand system
requirements, building strong relationships and trust.
- Work with developers and architects to ensure developed solutions
meet customer expectations.
- Partner with internal teams to evaluate demand and develop
priorities, timelines and level of effort for requested system
changes.
- Identify trends and patterns in data to deliver on Key
Performance Indicators across business units and make/recommend
strategic business decisions.
- Perform process modeling and documentation, including reports and
dashboards to define business KPIs and value targets.
- Monitor process performance metrics, track improvements, and
report on key performance indicators (KPIs) to stakeholders and
management.
- Ensure accurate data and create reports, visualizations, filters
and dashboards.
- Recommend new ServiceNow platform functionality, keeping abreast
of new features and enhancements.
- Stay up to date with the latest ServiceNow features, releases,
and industry trends to drive continuous improvement and
innovation.
- Perform other duties as assigned.
Education/Experience
- Bachelor's degree in Computer Science, Information Technology,
Business Administration or related field, or the equivalent
combination of education, training and experience.
- Five (5) plus years of experience with large scale ITSM systems
in an enterprise environment, including end-user support; report
development, system analysis for fit to business needs, ad-hoc
analysis and auditing of system data, and use of Agile for
development and delivery.
- Three (3) plus years of experience working with the ServiceNow
platform as an ITSM Business Analyst, Engineer or similar role
within the above Five (5) plus years of experience.
- Experience in ServiceNow implementations preferred.
- Experience working in a healthcare environment preferred.
- Certified System Administrator and other ServiceNow
certifications preferred.
Knowledge, Skills and Abilities
- Advanced knowledge and understanding of ITIL Incident, Problem,
Change, Configuration, and Request Management processes.
- Advanced knowledge and deep understanding of the ServiceNow
platform including ITSM, ITOM, PPM and other interrelated
modules.
- Advanced knowledge of process engineering with emphasis on
ServiceNow implementations and process transformation.
- Ability to translate business and functional requirements into
sustainable ServiceNow solutions.
- Working knowledge of Agile Methodologies.
- Working knowledge and experience in all project life cycle
phases, including fit/gap analysis, product design, build, test,
implementation and stabilization.
- Ability to promote a sense of collaboration among departments
with different goals and objectives.
- Ability to present process and data in a clear and concise manner
with verbal communications and written/image projection.
- Advanced skill using innovative thinking to solve problems and
facilitate the decision-making process.
- Advanced skill communicating complex technical concepts to
non-technical audiences.
- Advanced skill to influence, negotiate and persuade to reach
agreeable exchange and positive outcomes.
- Advanced skill presenting findings, conclusions, alternatives and
information clearly and concisely.
- Advanced skill developing and maintaining collaborative working
relationships with all levels of leadership, staff and vendors.
- Advanced analytical skills to include summarizing information and
clearly identifying key elements, patterns, results or
relationships.
- Advanced analytical, conceptual thinking, planning,
organizational, and problem-solving skills.
- Advanced skill to communicate effectively with all levels of
leadership and staff.
- Demonstrated ability to perform detailed tasks with a high degree
of accuracy.
- Advanced skill in the use of Microsoft Office Suite (e.g.,
Access, Excel, Word, PowerPoint).
- Advanced verbal, written and interpersonal communication
skills.
Keywords: Conexus Staffing Inc, Eldersburg , Business Analyst for ServiceNow primarily remote, Professions , Baltimore, Maryland
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