Senior Business Analyst - ServiceNow

Gainwell Technologies is seeking a Senior Business Analyst - ServiceNow to enhance the health and well-being of community members through technology. The role focuses on business customer engagement and delivering ServiceNow Platform functionality to support IT Service Management (ITSM) program execution, acting as a liaison between business and development teams.

Responsibilities:

• Acts as a liaison with the business to deliver ITSM supports processes and enhancements within the Platform
• Facilitates meetings to gather input, process requirements into stories and feedback from stakeholders at all levels on process performance
• Suggests test scenarios and creates draft unit test plan and executes test plans to the requirements of users
• Collaborates and owns the relationship with stakeholders across the organization including service and process managers to ensure synergy of processes and procedures between support groups
• Performs operational and/or administrative activities on the Platform including Process Coordination, Facilitation and Training
• Documents process requirements from process owners and key stakeholders, documents acceptance criteria, conducts test results against acceptance criteria, and prepares release notes and documentation
• Identify opportunities to refine day-to-day business processes and technologies to mitigate business continuity risk
• Promotes the ITSM process, educates peers and drive continual improvement use of Platform

Requirements:

• Bachelor's Degree in Computer Science, Information Systems, Business Management or related discipline
• 3+ years of experience in supporting ITIL processes (Business or IT)
• 2+ years of experience using an ServiceNow Platform
• 2+ years of experience project management and/or onboarding ITSM services
• 2+ years of experience in working with Agile
• Knowledge of ITIL / ITSM Best Practices
• Story creation and collaboration with customer on business requirement gathering
• Validates the application functionality built by Developer(s) and the System Administrator prior to promoting configuration into production
• Experience developing and delivering metrics, reporting, and dashboards
• ITIL, ISO20000, COBIT, Six Sigma, Project Management certifications
• ServiceNow certification desired: Certified Systems Administrator (CSA)
• Agile Development experience and training
• Experience successfully implementing processes leveraging the ITSM framework