ServiceNow Principal Business Process Analyst

Process Design And Implementation

• Engage business stakeholders, end users, and subject matter experts to elicit, analyze, and document business, functional, and non-functional requirements.
• Lead holistic business process design sessions, including identifying stakeholders from all factions of the business to ensure thorough and complete processes.
• Conductive probing and effective workshops to assess current processes to translate business needs into functional and scalable requirements.
• Recommend optimized processes and support implementation of improved workflows and standards.
• Own the design and presentation of unified Service Now workflows, delivering integrated, end-to-end solutions.

• Present solution-based designs to various levels, including the Executive Leadership Team, to provide clear understanding and impact of implemented solutions.
• Identify risks, dependencies, and gaps related to requirements and proactively communicate impacts and mitigation options to IT Leadership.
• Present requirements, findings, and recommendations to stakeholders at various levels to ensure adoption and agreement ahead of solution implementation.
• Act as a liaison between business stakeholders and technology teams to ensure shared understanding and alignment.

• Collaborate with all stakeholders for thorough understanding, documentation, training and adoption of processes within Service Now to ensure adoption of all Service Now implementations.
• Support test planning, UAT preparation, and defect triage to ensure solutions meet business expectations.
• Define and carry out effective and holistic training plans for all stakeholders, end users, and subject matter experts impacted by implemented solutions.

• Promote a collaborative working environment that encourages critical thinking, continuous improvement, and high-quality requirements.
• Adhere to established processes and ceremonies, ensuring consistent participation in planning, backlog refinement, reviews, and retrospectives as defined by IT Leadership.

• Drive continuous improvement by proactively identifying opportunities to enhance business analysis practices, processes, and delivery outcomes, and implementing improvements based on feedback and lessons learned.
• Proactively monitor and analyze post-implementation performance to identify areas for optimization and provide feedback for product development.

• Maintain clear, accurate, and organized documentation for requirements, processes, and related artifacts (including but not limited to roadmaps, process maps, technical guidelines, and user stories).
• Ensure requirements are clear, testable, traceable, and aligned with business outcomes, and actively traceable within Service Now environment.

• 12+ years progressive experience as part of a professional services organization; or equivalent education/experience
• 5+ years of Service Now experience
• Experience driving complex issues through analysis and resolution
• Experience working collaboratively
• Certified System Administrator (CSA)