BUSINESS ANALYST

Act as ServiceNow Product SME ensuring deep knowledge of ongoing product changes delivered by the vendor and champion how the organization uses them.

Work with Product Owner to manage the product backlog and roadmap

Use deep ServiceNow product knowledge to lead the requirements gathering process with customers, process teams, product owner, and internal development team ensuring that ServiceNow capabilities are being leveraged as designed by the vendor.

Elicit and create initial epics / features and elaborating into user stories that clearly describe the functional and non-functional requirements

Deliver business requirements via artifacts such as epics, features, stories, acceptance criteria, process flows / diagrams, etc.

Document requirements using the right level of detail for the development, quality assurance, and support team members.

Clarify requirements and update use cases / user stories as needed throughout the software development life cycle.

Assist in the development of project definitions, cost / benefit and risk analysis, work plans, estimates, progress reports, and presentations.

Utilize ServiceNow Automated Test Framework to perform testing and identify root cause of failures to identify defects and ensure issues are resolved before promoting updates to production

Coordinate User Acceptance Testing with customers

Works with stakeholders to drive adoption

Assess training needs for product changes and create / maintain training materials

Monitor and triage the support queue and route items as needed

Manage support for ServiceNow incidents, problems, and standard / support requests

Document and maintain ServiceNow knowledge articles for support and use of the platform

Act as release manager for regular releases, upgrades, and patches including communication of changes to stakeholders

Review and analyze ServiceNow vendor release notes for upgrades and patches to identify the impact to current system use and ITSM processes and communicate to the ITSM Process Owners / Managers and stakeholders

Act as ITSM process coordinator for the team for processes assigned ensuring the team adheres to process and policy

Produce scheduled and ad hoc reports as necessary and assist customers with their reporting needs

Practices safety conscious behaviors in all processes and procedures.

• May perform other duties as assigned.

Quals

Associate s degree

3 or more years of experience as a business analyst in an Agile software development environment

1 or more years of experience supporting ServiceNow

1 or more years of experience with IT Service Management / ITIL

Demonstratable proficiency in writing user stories and acceptance criteria

Deep product knowledge of the ServiceNow Platform

Demonstrated ability to run ServiceNow Automated Test Framework test suites and tests and identify root cause of failures

Effectively and professionally communicate with management, internal staff and customers as well as demonstrate sound judgment / reasoning skills

Ability to work independently to achieve exceptional results

Demonstrated ability to deliver quality work on time and translate planning into action

Demonstrated ability to prioritize work on multiple efforts to ensure timely delivery

WHAT WILL GIVE YOU A COMPETITIVE EDGE (PREFERRED QUALIFICATIONS)

ITIL v3 or v4 Certifications

ServiceNow CSA Certification.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. NLB is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact HR department by sending an e-mail to notifications@nlbservices.com.