ServiceNow Business Analyst

Optimal Growth Technologies is seeking an experienced ServiceNow Business Analyst with a strong background in IT infrastructure to join their dynamic team. The role involves analyzing, designing, and implementing solutions on the ServiceNow platform, focusing on ITSM, ITOM, and ITAM, while ensuring effective communication between business and technical teams.

Responsibilities:

• Collaborate with stakeholders to identify and document business requirements for ServiceNow implementations, enhancements, and integrations
• Analyze current infrastructure processes and workflows to identify areas for improvement and automation within the ServiceNow platform
• Facilitate workshops and meetings to gather technical and functional requirements
• Translate business requirements into functional and technical specifications for ServiceNow solutions, with a focus on ITSM, ITOM, and ITAM modules
• Collaborate with technical teams to design and configure ServiceNow solutions that align with infrastructure needs
• Ensure that solutions are scalable, maintainable, and aligned with best practices
• Work closely with infrastructure teams to identify opportunities for process automation and optimization using ServiceNow workflows
• Develop and refine IT infrastructure service catalogs and improve service delivery using ServiceNow capabilities
• Act as a liaison between business, IT, and technical teams to ensure smooth communication and successful project delivery
• Provide clear, concise documentation of processes, requirements, and solution designs
• Develop test cases and assist with user acceptance testing (UAT) to ensure that ServiceNow solutions meet business requirements
• Validate that solutions are functioning as expected and make necessary adjustments as required
• Assist in change management efforts by providing training, documentation, and support to end-users and stakeholders
• Ensure successful adoption of new processes and solutions within the organization
• Provide post-implementation support and continuous improvement recommendations for the ServiceNow platform, ensuring that it meets evolving business and infrastructure needs
• Monitor the performance of implemented solutions and identify areas for future enhancements

Requirements:

• Minimum 10 years of experience as a Business Analyst, with at least 5 years focusing on ServiceNow implementations
• Strong background in IT infrastructure, including networks, servers, storage, virtualization, and cloud services
• Deep knowledge of ServiceNow ITSM, ITOM, ITAM modules, with proven experience in configuring, customizing, and managing the platform
• Experience with process mapping, workflow automation, and service catalog development in an infrastructure context
• Ability to analyze complex infrastructure environments and translate business requirements into effective ServiceNow solutions
• Excellent written and verbal communication skills, with the ability to interact effectively with both technical and non-technical stakeholders
• Strong organizational skills with the ability to manage multiple projects and priorities in a fast-paced environment