ServiceNow Business Process Analyst

July 31

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Description

• The ServiceNow Business Process Analyst will utilize your Business Process and ServiceNow expertise and experience to develop and deploy solutions for clients utilizing the ServiceNow platform • You will work as part of a collaborative team leading, mentoring, and ensuring development efforts are well documented and delivered with quality • The ServiceNow Business Process Analyst is an experienced subject matter expert who focuses on development and delivery of value-added Enterprise solutions that meet the needs of client stakeholders and users • Be a Functional Subject Matter Expert on the implementation of applications on the ServiceNow platform • Be a lead member of the overall implementation project team • Drive process definition, improvement, engineering, and gap analysis of current vs. future processes • Identify solutions from a people, process and technology perspective during workshops with key client sponsors and stakeholders, generating the required outputs to the level required for the subsequent stages of the engagement • Provide guidance on and deliver successful implementation of the to-be processes in partnership with other members of the project team, including industry partners working as part of the same project team • Identify areas of business process improvement (efficiency, effectiveness, and experience) and recommend solutions that detail pros, cons, and risks • Lead clients in their efforts to take advantage of the ServiceNow functional capabilities and in their efforts to improve their associated processes • Serve as a liaison between client and technical implementation team • Create and update required documentation such as workshop agendas, stories, test cases, process guides, and flow diagrams • Ensure process-related deliverables to clients are complete, consistent, high quality, timely, and deliver intended outcomes • Promote continuous process improvement practices through process metrics/KPIs, dashboards and role accountabilities • Collaborate and contribute to the creation, deployment, and maintenance of process best practices and standards • Drive the continuous improvements of our implementation methodology and service offerings based on client experiences

Requirements

• 3+ years experience with ServiceNow platform with experience in at least 2 modules or 5+ years experience in a related platform with ServiceNow certification • 3+ years experience in management consulting, process design, or product management • Experience leading and executing complex strategic and operational initiatives at large organizations • Advanced presentation skills, including the creation and delivery of professional product demonstrations • Ability to confidently facilitate client workshops, clearly communicate process recommendations, and manage stakeholder engagement (in person or virtually) • Self-motivated, disciplined professional able to function as a true business leader with a record of accomplishment in managing multiple complex tasks • Strong problem-solving and critical-thinking skills, with the ability to identify issues, propose solutions, and drive process improvements and decisions • Proven consulting experience leading the analysis and documentation of as-is processes and definition and deployment of to-be processes and solutions in client environments • Consultative skills for software service delivery to lead clients to improve their processes and organizational models • Strong communication skills (both written and verbal); technical writing experience • Familiarity with the ServiceNow platform, including development of customizations beyond out-of-box • Demonstrated ability to influence and consult (providing options with pros, cons and risks) around all key technical decisions during project delivery • Knowledge of and experience in Agile methodologies, including creation of user stories • Knowledge of and experience in two or more of the following business and systems analysis techniques: Business Process Modeling (BPM), Use Case Modeling, Functional and Non-functional Requirements Analysis, or Gap Analysis • Strong interpersonal skills, client-centric attitude, ability to deal with cultural diversity • Proven team player and team builder • ServiceNow Certified Implementation Specialist (CIS) in one or more module and/or Certified System Administrator (CSA) certification • Business analysis certification, such as Certified Business Analysis Professional (CBAP) preferred • Experience or certification in Organizational Change Management preferred • Experience in developing or delivering user training preferred