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The Client is looking for a Senior ServiceNow Business Analyst who will support the implementation of ServiceNow Service catalog modules from proposal to delivery. Includes understanding, documenting, and developing business requirements in order to apply industry best practices and detailed knowledge of ServiceNow to design an optimal solution which supports the business process meeting or exceeding the functional requirements. The resource will work to build trusting relationships with major project stakeholders and lead them to adoption of the best solution. They will Support organizational change management (OCM) efforts by providing information on the to be solution. They will work diligently to lead quality management reviews and ensure all business and design requirements are met. The resource will facilitate solution demonstrations to stakeholders; may support preparation of training material and provide user training.

The resource will work closely with solution/technical staff to ensure the solution is technically feasible and to identify areas to streamline implementation efforts. They will lead in the validation of the configuration of business data and support the technical team with various tasks required for any required custom development. They will assist and may be required to lead test plan development and execution including conducting user acceptance testing ensuring implementation meets clients requirements.

Basic Qualifications

5+ years of professional experience supporting the configuration and development of ServiceNow
8+ years of business analysis experience
8+ years of IT Service Management experience
Core Qualifications

Strong understanding of service catalog management principles, best practices, and user experience design.

Experience in developing Process flow diagrams and suggesting simple, scalable approaches for implementation.

Experience with configuration of applications using ServiceNow in ITIL management.

Proficiency in configuring and customizing the ServiceNow Service Catalog module.

Experience with ServiceNow scripting (e.g., JavaScript) for advanced customization.

Familiarity with ITIL practices related to service catalog management.

Strong oral and written communications skills

Supervisory experience working with a diverse internal and client teams
Ability to produce technical documentation utilizing the MS office suite including collaboration tools
Understanding of change management, configuration management, and release management as it relates to ITIL
Produce, maintain, and manage the service catalog requirements, workflows, and services

Experience managing relationships, operating procedures and service level agreements with clients and coworkers
Customer relationship management experience
Experience in test plan creation and execution, including automated test scripts
Provide input for technology requirements relating to or impacting service catalog and/or request fulfillment

ITIL foundations certification
Experience implementing systems using the agile/scrum methodology
Experienced in the system development life cycle (SDLC) processes including client requirement analysis and system design
Experience designing and implementing it and non-it related process workflows, procedures and technical standards
Administration of a ServiceNow instance including the delegation of groups, modification of CMS, workflows, business rules, UI actions, UI policies, ACLs, dictionary, catalog items and updates of all other existing solutions requiring revisions
Experience creating PowerBi dashboards to visualize the data from ServiceNow modules.

Skill Requirements:
Requirements gathering and documentation
Process documentation and mapping
Organizational communication and change management
Workshop and meeting facilitation
Service Catalog creation and workflow documentation (as-is and to-be)
Stakeholder management
Data analysis and report creation
Communication planning and execution

CONTRACT JOB DESCRIPTION
Responsibilities:
1. Formulates and defines systems scope and objectives based on both user needs and a thorough understanding of business systems and industry requirements.
2. Devises or modifies procedures to solve complex problems considering computer equipment capacity and limitations, operation time, and form of desired results. Includes analysis of business and user needs, documentation of requirements, and translation into proper system requirements specifications.
3. Provides consultation on complex projects and is considered to be the top-level contributor/specialist of most phases of systems analysis, while considering the business implications of the application of technology to the current and future business environment.

Minimum Education/Certification Requirements :
Bachelors degree in IT or related field or equivalent experience; or a current Project Management Professional (PMP) Certification

Skill
Experience with Business Process Modeling
Experience with documenting elements of IT Service Management within an IT Organization
Experience with functional capabilities of the ServiceNow platform
Administration of a ServiceNow instance including the delegation of groups, modification of CMS, workflows, business rules, UI actions, UI policies,
Creating Dashboard reports to visualize data from ServiceNow module
16+ yrs. BA experience
16+ yrs. Software Development Lifecycle experience
16+ yrs. requirements gathering and documentation
16+ yrs. MS Office/PowerPoint experience
Bachelors degree in IT or related field or equivalent experience