ServiceNow Business Analyst

Position Overview

This position requires a resource with expertise in ServiceNow, senior-level business analysis skills, a working knowledge of ITIL, and the flexibility to pivot between projects as assigned.

Roles and Responsibilities

The resource will be responsible for the following key tasks:

• Documentation & Analysis:
• Create and update business and functional requirement documents to support various implementation efforts.
• Develop and maintain business workflow processes to enhance operational efficiency.
• Project Support & Coordination:
• Assist project teams (DEV, QA, PM) in business analysis activities, including:
• Requirements elicitation
• Grooming and work item prioritization
• Document review and work item creation
• User acceptance testing
• Ongoing maintenance support
• Other business-related activities as assigned
• Support & Maintenance:
• Ensure 100% completion of maintenance items.

Scheduled Milestones and Deliverables

• Sprint tracking every 2-3 weeks to monitor project progress.
• Timely updates on key project deliverables and resource contributions.

Performance Metrics

The resource’s performance will be measured based on the following criteria:

1. Schedule Variance – Adherence to project timelines and deadlines.
2. Customer Satisfaction – Positive feedback and responsiveness to stakeholder needs.

Productivity Monitoring – Efficient execution of tasks and contribution to project success