Business Analyst

* Act as Service Now Product SME ensuring deep knowledge of ongoing product changes delivered by the vendor and champion how the organization uses them.

* Work with Product Owner to manage the product backlog and roadmap

* Use deep Service Now product knowledge to lead the requirements gathering process with customers, process teams, product owner, and internal development team ensuring that Service Now capabilities are being leveraged as designed by the vendor.

* Elicit and create initial epics/features and elaborating into user stories that clearly describe the functional and non-functional requirements

* Deliver business requirements via artifacts such as epics, features, stories, acceptance criteria, process flows / diagrams, etc.

* Document requirements using the right level of detail for the development, quality assurance, and support team members.

* Clarify requirements and update use cases / user stories as needed throughout the software development life cycle.

* Assist in the development of project definitions, cost/benefit and risk analysis, work plans, estimates, progress reports, and presentations.

* Utilize Service Now Automated Test Framework to perform testing and identify root cause of failures to identify defects and ensure issues are resolved before promoting updates to production

* Coordinate User Acceptance Testing with customers

* Works with stakeholders to drive adoption

* Assess training needs for product changes and create / maintain training materials

* Monitor and triage the support queue and route items as needed

* Manage support for Service Now incidents, problems, and standard / support requests

* Document and maintain Service Now knowledge articles for support and use of the platform

* Act as release manager for regular releases, upgrades, and patches including communication of changes to stakeholders

* Review and analyze Service Now vendor release notes for upgrades and patches to identify the impact to current system use and ITSM processes and communicate to the ITSM Process Owners / Managers and stakeholders

* Act as ITSM process coordinator for the team for processes assigned ensuring the team adheres to process and policy

* Produce scheduled and ad hoc reports as necessary and assist customers with their reporting needs

* Practices safety conscious behaviors in all processes and procedures.

Quals-
- * Associate's degree

* 3 or more years of experience as a business analyst in an Agile software development environment

* 1 or more years of experience supporting Service Now

* 1 or more years of experience with IT Service Management / ITIL

* Demonstratable proficiency in writing user stories and acceptance criteria

* Deep product knowledge of the Service Now Platform

* Demonstrated ability to run Service Now Automated Test Framework test suites and tests and identify root cause of failures

* Effectively and professionally communicate with management, internal staff and customers as well as demonstrate sound judgment/reasoning skills

* Ability to work independently to achieve exceptional results

* Demonstrated ability to deliver quality work on time and translate planning into action

* Demonstrated ability to prioritize work on multiple efforts to ensure timely delivery

WHAT WILL GIVE YOU A COMPETITIVE EDGE (PREFERRED QUALIFICATIONS)

* ITIL v3 or v4 Certifications

* Service Now CSA Certification

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