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University of Rochester ServiceNow Business Analyst - 228708 in Rochester, New York

ServiceNow Business Analyst Job ID 228708

Location Health Sciences Full/Part Time Full-Time Favorite Job Regular/Temporary Regular Opening

Full Time 40 hours Grade 054 ISD Chief Technical Office

Schedule

8 AM-5 PM

Responsibilities

GENERAL PURPOSE:

The ServiceNow Business and Training Analyst serves as a liaison between clients and the ServiceNow development team working directly with the stakeholders of the ServiceNow platform providing expert business process analysis and advice to stakeholders. This role defines requirements and translates them into the creation of epics, user stories with acceptance and testing criteria and workswith the Architect to ensure the solution is technically feasible, identifying areas to reduce implementation efforts and help configure the solution. This role interfaces with clients and stakeholders to report on the progress of the development while supporting training, testing and change management activities. Additionally, this role is responsible for maintaining the established training program for IT fulfillers pertaining to the basic and advanced usage of the ServiceNow platform features and functionality.

RESPONSIBILITIES:

Business Process Analysis and Requirements Gathering

Demonstrate experience eliciting requirements using interviews, document analysis, requirements workshops, surveys, business process reviews, and task and workflow analysis. Analyze and de-conflict requirements, data and information from multiple data sources and decompose into detailed requirements.

  • (20%) Document and validate business, functional and non-functional requirements as it pertains to development requests.

  • (15%) Work with ServiceNow Architect and Developers to ensure user requirements fit within the guiding principles for platform development and best practices.

  • (10%) Understand the needs of the client and successfully link needs with available technical solutions

Testing and Documentation

  • Develop and execute test scripts, as needed, to facilitate User Acceptance Testing (UAT) with end-users

  • Assist with the creation of reference documents and guides for end users, as needed

  • Support Organizational Change Management processes and play support role for tool adoption

Agile and SDLC Methodologies

  • Apply Agile methodology to elicit technical requirements and process flows with customers using various methodologies including interviews, document analysis, requirements workshops, surveys, business process reviews, and task and workflow analysis.

  • Critically evaluate information gathered from multiple sources, reconciling conflicts, decomposing high-level information into detailed requirements (e.g., Epics and User Stories)

  • Support creation of user stories and ensure that they meet the criteria required to deliver a successful product

Training

  • Provide ongoing ownership of the established training program for IT fulfillers pertaining to the basic and advanced usage of the ServiceNow platform features and functionality.

  • Lead live training classes twice per month

  • Determine and develop ongoing training opportunities and classes

  • Create and maintain internal ServiceNow knowledge base how-to articles

    QUALIFICATIONS:

  • Bachelor's degree in related discipline such as Computer Science, Business, Mathematics, Statistics, Science or Engineering required;

  • Master’s Degree preferred

  • 3-4 years of related experience required;

  • 1-2 years in a supervisory capacity preferred; or an equivalent combination of education and experience required .

Technical Expertise:

  • 2+ years of business analysis experience eliciting requirements and conducting business process reviews/documentation as a member of a software development team preferred.

  • 2+ years of direct experience with ServiceNow products and platform implementation preferred.

  • Ability to understand the technical implications of a business request, understand business processes, and possess a mindset geared toward logical process improvements preferred.

  • Experience in the System Development Life Cycle (SDLC) processes including client requirement analysis and system design preferred.

  • Demonstrated technical aptitude preferred.

  • Experience implementing development using the Agile methodology

  • Working knowledge of workflow design and associated tools such as Visio preferred.

Initiative and Service Excellence:

  • Ability to develop strong on-site and remote team and client relationships prefferred.

  • Excellent presentation and communication skills both written and oral preferred.

  • Client¿focused approach with outstanding interpersonal skills preferred.

  • Must have the ability to work well with clients to determine implementation requirements and execute a plan to meet those requirements in a timely and efficient manner preferred.

  • Problem-solving and analytical abilities preferred

  • ServiceNow Fundamentals and/or Administration certification preferred.

  • Scrum or Agile Certification preferred.

  • ITIL v4 foundations certification preferred.

    How To Apply

All applicants must apply online.

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