Business analyst - ServiceNow, ITSM

Job Description

Business Analyst - ServiceNow Process Consultant Role: Remote World leading digital transformation business has recently set up a new ServiceNow Practice with a view to lock into their huge client base. A hugely ambitious team, they seek a ServiceNow Business Analyst to join their team while it is still in its infancy.If youre looking for a key role in a state art team with potetnial for career progression then this is it.The primary role of the Business Analyst (BA) or Process Consultant (BPC) is to work closely with customers to gather and document business requirements, working with the technical team to ensure the design that meets specifications based on business needs,whilst always considering the value to the client and ServiceNow best practice.This role will provide business consulting services to clients through design and delivery of business solutions, comprising leading process definition and gap analysis workshops, creating stories, planning sprints, leading, undertaking and coaching allaspects of ServiceNow application configuration, coaching customer administrators, leading testing, delivering end user training, and project go liveThe successful candidate will have previously been involved in ServiceNow implementation and configuration projects and have a strong background in business consultancy. They will be experienced leading requirements gathering workshops, with the abilityto advise on solutions using the ServiceNow suite. They will also have a sound and deep understand of the ServiceNow platform, ITIL processes, ServiceNow applications usage and implementation best practice, as well as ServiceNow applications configurationskills.Finally, this role will be responsible for delivering running user workshops, aligning to ServiceNow and ITSM best practices and engaging with stakeholders at all levels of the business, from Sponsor through to Developer. Previous experience of process definition,documentation creation, and requirements gathering is a must, as is proven experience of being able to challenge, guide, and influence customers when necessary.Responsibilities:

• Understand current processes, analyse "as-is" against best practise, and identify areas for improvement and automation.
• Prepare and facilitate client workshops to define the "to-be" processes with Sponsors, Stakeholders, and Subject Matter Experts.
• Define scope and ensure that design is based on out-of-the-box functionality and customer requirements.
• Rationalise complex information and clearly articulate user needs to make them understandable for both technical and non-technical teams.
• Develop relevant documentation for Waterfall/Agile approaches, such as; functional specifications, gap analysis reports, process flow diagrams, roadmaps, epics and stories.
• Ensure that stories are fully understood and that they include a clear business requirement and acceptance criteria.
• Manage backlog refinement, prioritisation, and estimation of stories.
• Provide a bridge between the business and technical teams to ensure a collaborative approach to resolve business problems and technology issues.
• Assist teams to write test cases and provide support during UAT, to verify and document defects and enhancements.
• Prepare training materials and hold train the trainer or user training sessions as required.
• Promote continuous process improvement practices, conduct, and contribute to lessons learned exercises.
• Cooperates with architects and developers to assure designed solution architecture quality and functional requirements are realised .
• Supports the Project Manager with management of stories throughout implementation, including clearing blocked story actions and dependencies.

On smaller projects, where a separate Project Manager has not been assigned, is also responsible for:

• Managing project tasks and timelines from TT perspective
• Project progress meetings with the customer
• Providing a single point of contact between the customer and internal TT resources

Qualifications, skills, and experience:

• 4+ years of process analysis, improvement, and automation consultancy experience.
• 2+ ServiceNow implementation exposure.

The following are desirable, but not mandatory:

• ServiceNow implementation experience
• ServiceNow Certified System Administrator
• ServiceNow Certified Implementation Specialist (in relevant product(s))
• Certified ITIL v4 Foundation or higher certifications
• Certified Scrum Master
• Certified in Prince2 or other Agile disciplines

Implementation Specialisations preferable.

• Process consultancy related certifications or knowledge of ITIL, Lean/ SixSigma, DevOps, Agile.
• Project Management related certifications such as PRINCE2 an advantage.
• Familiarity with influencing, relationship management and collaboration techniques.
• Excellent communication skills (both written and verbal) with strong presentation facilitation skills.
• Must be prepared to travel.
• Must have legal authorisation to work in the UK.

The successful applicant will be engaging, hardworking, and versatile; with a willingness to push themselves in a challenging and rewarding environment. The working culture is great, with a big focus placed on collaboration and knowledge-sharing, so thisis an excellent opportunity to join a ServiceNow partner in the UK working on complex ServiceNow projects.

Keyskills :
BUSINESS ANALYSTSERVICENOW