Senior Business Analyst

INSPYR Solutions•Sheridan, WY

5d•Remote

About The Position

The Senior Business Analyst will own the functional thread of an upcoming ServiceNow Customer Service Management (CSM) / CRM release. The role translates customer business needs into approved designs, user stories, and acceptance criteria, and carries those requirements through demonstrations, user acceptance testing, and delivery validation so the configuration meets user needs. The customer is building two scoped applications on CSM that modify Configurable Workspace with role-based access control lists (ACLs). The consultant will lead requirements definition and functional design for four enhancements and two new capabilities, close gaps in existing Core UX requirements, and facilitate two discovery-and-design workstreams. The work also includes CRM persona and UX analysis, dashboard and report co-design, notification review and administrator self-service design, product-adoption data-model validation, testing, documentation, and enablement. The position is fully remote and is a contract role with potential for contract-to-hire. The listed pay rate is $55 to $70 per hour. Candidates must be authorized to work in the United States without sponsorship, now or in the future.

Requirements

At least 5 years of business process and functional consulting experience on ServiceNow, with demonstrated CSM or CRM implementation delivery.
Hands-on experience with CSM account and contact structures, Configurable Workspace, Interaction and Case models, notifications, and reporting and Performance Analytics concepts.
Proven workshop facilitation with product owners and executive stakeholders, including the ability to drive decisions in a multi-workstream program.
Strong written deliverables, including design documents, options and recommendation papers, user stories with acceptance criteria, and administrator and end-user documentation.
Experience with Agile delivery using two- to three-week sprints, backlog grooming, and sprint demos.
Current ServiceNow Certified Implementation Specialist, Customer Service Management certification; certification will be verified before assignment.
Strong, clear verbal and written communication; able to lead customer conversations unaided and bring ServiceNow best-practice recommendations.
Consultative posture, including willingness and ability to challenge requests where warranted and guide customers toward best-practice ServiceNow design.
Authorization to work in the United States without the need for sponsorship, now or in the future.

Nice To Haves

ServiceNow Certified System Administrator certification.
Healthcare or life sciences industry certification, such as ServiceNow Healthcare and Life Sciences Service Management credentials, HIPAA privacy and security training, AHIP health-plan certification, PAHM, or CPHIMS / CAHIMS.
Healthcare and life sciences delivery experience; experience in regulated environments is preferred.

Responsibilities

Lead requirements definition and functional design across four enhancements and two new capabilities; facilitate workshops with the customer’s CRM Product Manager, product owners, and subject matter experts.
Refine and author user stories with acceptance criteria, including reviewing and completing existing but unimplemented Core UX stories; prioritize early closure of gaps in requirements that are approximately 75% defined.
Analyze personas and user experience for core CRM user groups, and co-design dashboards and reports with the CRM Product Manager.
Conduct a full CRM notification review and define the administrator self-service reconfiguration model and its documentation.
Facilitate two discovery-and-design workstreams, producing options analyses, trade-offs, persona-based epics, and written recommendations; engage stakeholders across communications, advisory, and the CSM workstream.
Validate the product-adoption data model with the ITSM product-catalog workstream and confirm legacy datasets for bulk uploads.
Facilitate system integration testing and user acceptance testing, including test scenarios, business validation, business-side defect triage, and sign-off.
Produce end-user and process documentation, and deliver enablement sessions after each sprint and at release end.
Proactively flag cross-workstream impacts.
Lead customer conversations and provide ServiceNow best-practice recommendations to shape requirements; challenge requests where warranted and guide the customer toward best-practice design.