Senior ServiceNow Business Analyst
About The Position
The Senior ServiceNow Business Analyst provides day-to-day support and optimization for software applications, including builds, upgrades, and system enhancements. The role analyzes business and clinical needs, evaluates software releases and new products, and recommends ways to optimize processes and reduce expenses. It requires in-depth business or clinical and application knowledge and experience. The analyst performs and documents workflow assessments to determine functional requirements for effective application use; develops system test plans and tests software upgrades and patches; and maintains records of testing progress and results. The role also handles problem, incident, and change management and service requests, and provides daily on-call support for application-related issues. Working with cross-functional teams and end users, the analyst supports application integration to meet business and clinical needs and communicates software issues, requirements, upgrades, and enhancements. The analyst oversees smaller projects or project components and coordinates implementation or project planning around software application releases. This senior professional manages projects and processes independently with limited supervision, coaches and reviews lower-level professionals, and addresses difficult and sometimes complex problems.
Requirements
- At least 5 years of ServiceNow experience.
- Deep understanding of ITSM, ITOM, SPM, FSM, and other ServiceNow modules.
- Experience with Agile/Scrum methodology.
- Strong process modeling, data analysis, and business case development abilities.
Nice To Haves
- Bachelor's degree in business administration, information technology, or a technical field.
- ITIL certification.
- ServiceNow certifications, such as Administrator or Implementation Specialist.
- Scrum Master or product owner skills.
Responsibilities
- Support and optimize software applications, including builds, upgrades, and system enhancements.
- Analyze business and clinical needs, evaluate software releases and new products, and recommend process improvements and expense reductions.
- Perform and document workflow assessments to determine functional requirements for optimal application use.
- Develop system test plans and test software upgrades and patches.
- Maintain records of testing progress and results.
- Manage problems, incidents, changes, and service requests.
- Provide daily on-call support to customers for application-related issues.
- Collaborate with cross-functional teams and end users to integrate applications in support of business and clinical needs.
- Communicate software issues, requirements, upgrades, and enhancements.
- Oversee smaller projects or components of projects.
- Coordinate implementation or project planning around software application releases.
- Manage projects and processes independently with limited supervision.
- Coach and review the work of lower-level professionals.
Benefits
- Medical, dental, and vision plans
- Adoption, fertility, and surrogacy reimbursement up to $10,000
- Paid time off and sick leave
- Paid parental and family caregiver leave
- Emergency backup care
- Long-term and short-term disability and critical illness plans
- Life insurance
- 401(k)/403(b) with employer match
- Tuition assistance up to $5,250 per year and discounted educational opportunities through Guild Education
- Student debt pay down up to $10,000
- Pet insurance
- Legal resources plan
- Opportunity to earn an annual discretionary bonus, subject to established system and employee eligibility criteria
- Potential additional compensation, including shift differentials, on-call pay, shift premiums, extra-shift incentives, or bonus opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Senior
