ServiceNow Business Analyst

Chicago, Illinois

  ServiceNow - Business Analyst / Process Consultant


I am currently seeking a ServiceNow Business Analyst. This role requires close partnership and collaboration with other Business Stakeholders and Subject Matter Experts

*Experience with ServiceNow is a must*

The ServiceNow Business Analyst will be responsible for working directly with clients in developing implementation strategy and overall design. The Business Consultant will focus primarily on ITSM processes and the best way to leverage the ServiceNow ITSM App suite.

•Scrum Master experience is essential

•Driving Service Management specific process definition, re-engineering, improvement and gap analysis of current/to-be processes during workshops with key customer sponsors and stakeholders

•Assisting in development of project charter, project plans and enablement training of the client

•Promoting continuous process improvement practices

•Scrum Master experience is essential

•Understanding client business processes and employee service needs and working with the client to demonstrate how ServiceNow ITSM will support these processes

•Provide guidance to the client and to ServiceNow technical resources in the implementation of the to/be processes. Advise on all things functional and operationally related to ServiceNow ITSM implementation projects

•Identifying areas of ITSM process improvement (efficiency and effectiveness) and recommending solutions that detail pros, cons and risks

•Lead clients in their efforts to take advantage of the ServiceNow functional capabilities and in their efforts to improve their ITSM processes

•Conduct Discovery workshops and serve as functional lead throughout the lifecycle of engagements

•Completing, developing and improving required documentation such as process flow diagrams, roles/responsibilities, workshop agendas, presentations, gap analysis reports

•Develop and maintain design workbooks, process documentation and ServiceNow Agile stories

•Juggle multiple and complex projects and initiatives

Preferred Skills

• 5 – 10 years of ITSM experience with progressively higher levels of responsibility. Ultimate candidate would be ITIL certified Service Management professional with varied industry experience

• 2+ years of ServiceNow ITSM tool experience and adept with various OOB features, workflows and integrations

• Project based experience, preferably in ITSM technology.