ServiceNow Business Analyst​/Administrator

Service Now Business Analyst / Administrator

Location:

Must be able to sit onsite 3 days per week in one of the following locations:

• Charlotte, NC
• New York, NY
• Woodbridge, NJ
• Minneapolis, MN
• Des Moines, IA
• Dallas, TX
• Phoenix, AZ

• Technical Analyst within an Agile environment to include work with User Stories, Features, Acceptance Criteria, etc.
• 5+ years of experience working with Service Now specifically with HRSD or ITSM.
• Service Now system Administration
• Experience implementing AI Search and Virtual Agent

This role sits on the platform team and there is a big drive for Gen AI efforts. Some responsibilities of this Tech BA include looking at performance analytics, what is effective vs what is not, looking at the hits from searches and if adjustments are needed. This person must have experience working with Service Now.

• Review dashboard and update features and stories as needed
• Groom stories on all boards to ensure they have Acceptance Criteria and include clear descriptions of the requirements
• Work with Scrum Masters to ensure all features and stories meet the minimum definition of Ready
• Backup Product Manager and Program Manager, when needed
• Monitor Sprint backlogs to ensure at least 2 Sprints worth of stories are groomed and ready
• Provide timely updates on the status of critical initiatives contained within committed plan
• Develop and execute communication plan to keep stakeholders informed of status
• Develop and execute OCM plans to achieve Change Readiness for the use cases being delivered

• Support AI Search including AI tuning (to be transitioned from ITSM/HR to Platform)
• Quantify value metrics for Gen AI use cases and track develop process for tracking

• Operationalize Governance processes for Service Now AI
• Create action plans and stories to address friction in governance processes and implement continuous improvement as needed