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, clinical, and application knowledge and experience. The analyst assesses and documents workflows to determine functional requirements for optimal application use; develops system test plans; tests software upgrades and patches; and maintains records of test progress and results. The role handles problem, incident, and change management, along with service requests, and provides daily on-call support for application-related issues. Working with a cross-functional team and end users, the analyst supports application integration to meet business and clinical needs and communicates software issues, requirements, upgrades, and enhancements. The role oversees smaller projects or project components and coordinates implementation or project planning around application releases. As a senior professional, the position 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 methodologies.
- Strong process modeling, data analysis, and business case development abilities.
Nice To Haves
- Bachelor's degree in business administration, IT, or a technical field.
- ITIL and ServiceNow certifications, such as Administrator or Implementation Specialist.
- Scrum Master or product owner skills.
Responsibilities
- Support and optimize software applications, including builds, upgrades, and enhancements.
- Analyze business and clinical needs, evaluate releases and new products, and recommend process improvements and cost reductions.
- Perform and document workflow assessments to establish functional requirements for optimal application utilization.
- Develop system test plans, test software upgrades and patches, and maintain records of test progress and results.
- Manage problems, incidents, changes, and service requests.
- Provide daily on-call support for application-related issues.
- Work with cross-functional teams and end users to integrate applications and meet business and clinical needs.
- Communicate software issues, requirements, upgrades, and enhancements.
- Oversee smaller projects or components of projects.
- Coordinate implementation or project planning for software application releases.
- Manage projects and processes independently with limited supervision, and coach and review the work of lower-level professionals.
Benefits
- Medical, dental, and vision insurance.
- Life and disability insurance, including long-term and short-term disability and critical illness plans.
- 401(k)/403(b) with employer match.
- Paid time off, sick leave, and holidays.
- Paid parental and military leave; paid parental and family caregiver leave.
- Educational assistance, tuition assistance, discounted educational opportunities, and student loan repayment or student debt pay down.
- Adoption, fertility, and surrogacy reimbursement up to $10,000.
- Emergency backup care.
- Pet insurance.
- Legal resources plan.
- Opportunity to earn an annual discretionary bonus if established system and employee eligibility criteria are met.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
