ServiceNow Business Systems Analyst

Western Governors University•Salt Lake, UT

8h•$73,000 - $109,400

About The Position

If you’re passionate about building a better future for individuals, communities, and our country—and you’re committed to working hard to play your part in building that future—consider WGU as the next step in your career. Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals. The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders. Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families. The salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. At WGU, it is not typical for an individual to be hired at or near the top of the range for their position, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is: Grade: Professional 308 Pay Range: $73,000.00 - $109,400.00 Job Description The Business Systems Analyst is responsible for extrapolating and analyzing data and trends, managing, and maintaining systems and software for students, faculty, and staff. This role serves as a liaison between departments and the technical team, developing, leading, and managing assigned projects. The Business System Analyst will also take the lead in moderately complex coding tasks, API integrations, system architecture design, and ensuring the successful implementation of new technologies. This role is responsible for identifying opportunities for system and process improvements, resolving system errors, conducting quality control audits, and providing solutions to enhance system navigation for student and employee programs and process. The Business Systems Analyst assists in maximizing the use of large databases and system interface integrations for departmental systems and processes. This position will identify and implement solutions for systems errors, inconsistent data and processes that do not provide the most favorable experience for students and employees at the university.

Requirements

Solid understanding of when to apply configuration and when to apply custom code.
Write clean, scalable, and efficient code following best practices and coding standards.
Up to date knowledge of latest releases in customer relationship management (CRM) system, such as Salesforce, Excel, ServiceNow and/or other database management programs and processes.
A deep knowledge and understanding of system administration and architecture.
Ability to vet, select, and implement new CRM systems or other data related technology solutions.
A knowledge and understanding of workflow automation platforms.
Technologically competent with data analysis, database navigation, data interpretation and MS Office suite programs.
Proficiency in coding languages and software development practices.
Strong understanding of unit testing and performance tuning techniques.
Strong analytical skills
Excellent leadership and project management skills.
Self-starter with a strong ability to use initiative and work autonomously under tight deadlines.
Works well in a team environment.
Excellent verbal and writing communication.
Skilled in analyzing and interpreting data trends, with the ability to translate technical concepts for non-technical stakeholders.
Strong verbal and written communications abilities with a customer focus.
Strong technical and problem-solving skills.
Bachelor’s degree in computer science, Data Analytics, Engineering or a related field.
2 or more years of related experience.

Nice To Haves

Master’s degree in operations research, Optimization Research, Business Administration, Business Technology
Data Analytics Certification or applicable certification
ServiceNow or other Customer Relations Management (CRM) Certification
ServiceNow or other Customer Relations Management (CRM) or Advanced Administrator Certification
ITIL certifications (v4 or later)
A+, Network+, or Security+ certification
Experience constructing and running basic SQL queries
Experience developing and analyzing Power BI reports
Experience in lieu of education
An equivalent combination of training, experience, credentials, or accomplishments demonstrating the ability to perform the essential functions of this job may substitute for education degree requirements.

Responsibilities

Develops a robust understanding and application of current and historical business processes, system architectures, interfaces and data access methods to ensure the most favorable experience for students and employees.
Diagnoses and troubleshoots system interface and data integration issues for current processes and programs, leveraging strong coding skills and expertise in architecture design.
Diagnoses and recommends business process changes to increase efficiency and create cost-saving outcomes.
Ensures changes to business processes are implemented correctly and align with strategic direction.
Conducts research into applicable systems and possible alternatives to provide more informed recommendations to business or IT related changes.
Represents system architecture with leadership, employees, and external stakeholders on behalf of department users.
Plans and presents proposals for system upgrades and new system architectures that support and deliver desired outcomes.
Develops, tests, and implements software systems using strong coding skills and system architecture design.
Emerging subject matter expert in database management, system architecture, Excel, higher education systems and customer relationship management (CRM) system.
Integrates third-party products with existing infrastructure and optimizes performance for high utilization environments.
Develops training and informational documentation for users internal and external to department, gathering and receiving approval for information from stakeholders across the university.
Performs quality control audits for data integrity, system process administration and provides solutions to enhance user navigation of programs and processes.
Builds and maintains strong relationships with multiple and diverse team members such as technology, project management and other internal and external stakeholders.
Gathers project requirements from stakeholders across multiple departments.
Leads configuration-based changes that ensure business processes and procedures are upheld.
Manages multiple projects concurrently, applying appropriate project management techniques such as Agile and waterfall as needed.
Creates and maintains comprehensive project and technical documentation, ensuring all stakeholders have clear visibility and access.
Oversees the system interface between key department programs and software.
Collects and analyzes feedback from users to enhance staff and student experiences, leading to improved satisfaction scores.
Updates and documents technical procedures and processes.
Writes, reviews, and executes unit tests to ensure high-quality code delivery.
Engages in performance tuning and optimization of systems for enhanced reliability and efficiency.
Performs other job-related duties as assigned.

Benefits

eligible for bonuses
medical, dental, vision, telehealth and mental healthcare
health savings account and flexible spending account
basic and voluntary life insurance
disability coverage
accident, critical illness and hospital indemnity supplemental coverages
legal and identity theft coverage
retirement savings plan
wellbeing program
discounted WGU tuition
flexible paid time off for rest and relaxation with no need for accrual, flexible paid sick time with no need for accrual, 11 paid holidays, and other paid leaves, including up to 12 weeks of parental leave