Skills

Communication Leadership Data Analysis ServiceNow Test Stakeholder Management Change Management Agile methodologies Prioritization Problem-solving Training Organization Project Management Agile Organizational Skills

Job Specifications

Job Title: ServiceNow Business Analyst

Role:

The ServiceNow Business Analyst will play a key role in analyzing business requirements, facilitating solutions within the ServiceNow platform, and ensuring that our IT service management processes align with organizational goals.

Primary Responsibilities:

* Requirements Gathering: Collaborate with stakeholders to identify and document business needs and requirements related to ServiceNow implementations and enhancements.

* Process Mapping: Analyze current business processes and workflows; identify areas for improvement and automation within ServiceNow.

* Solution Design: Work with technical teams to translate business requirements into functional specifications and assist in the design of ServiceNow solutions.

* Testing and Validation: Develop test plans and conduct testing to ensure that ServiceNow applications meet business requirements and perform effectively.

* User Training and Support: Provide training and support to end-users and stakeholders to maximize the effective use of the ServiceNow platform.

* Documentation: Create and maintain documentation, including process flows, user manuals, and training materials.

* Stakeholder Engagement: Act as a liaison between IT and business units to facilitate communication and ensure alignment on ServiceNow initiatives.

* Continuous Improvement: Monitor and analyze performance metrics, recommend enhancements, and contribute to ongoing improvements in ServiceNow processes.

Qualifications:

* Bachelor's degree in business administration, Information Technology, or a related field.

* Proven experience as a Business Analyst with ServiceNow.

* Strong understanding of IT service management (ITSM) principles and best practices.

* Excellent analytical, problem-solving, and organizational skills.

* Proficient in documenting business requirements and creating functional specifications.

* Experience with ServiceNow modules (e.g., Incident Management, Change Management, Problem Management) is a plus.

* Strong communication skills and the ability to work effectively with cross-functional teams. Familiarity with Agile methodologies is advantageous.

* ServiceNow Certified System Administrator or Business Analyst certification.

* Experience with data analysis and reporting tools.

* Knowledge of ITIL framework and practices.

Skills Cultural Fit

* Strong project management skills

(Waterfall, Agile): Project scoping,

scheduling, budgeting and risk

management

* Ability to track, report and escalate

project progress/issues

* Stakeholder management and

communication, including presenting at

Steering Committees with IT Leadership

and preparing the presentation material

* Co-ordinating cross-functional teams

* Team and people coordination (including

offshore teams)

* Strong decision making, organization and

prioritization skills

* 3rd party vendor management

* Being able to present complex technical

information to non-technical

stakeholders in an understandable

manner

* Showcase examples of how they quickly

address challenges and roadblocks and

finding innovative solutions. * Good energy * Comfortable working cross-functionally with diverse teams * Ability to flex and tailor communication styles based on the audience * Encourages open communication * Proactive and takes initiative * Embraces change in technology, tools and processes * Resilient in fast-paced or ambiguous environments * Takes ownership of outcomes * Continuous improvement mindset * Ability to flex across multiple time zones (Europe & North America) when required

About the Company

Insight Global is an international professional services and staffing company specializing in delivering talent and technical solutions to Fortune 1000 companies across the IT, Non-IT, Healthcare, and Engineering industries. Fueled by staffing and talent experts, Evergreen, our professional services brand, brings technical advisors and culture consultants to help customers tackle their biggest challenges. With over 70 locations across North America, Europe, and Asia, and global staffing capabilities in 50+ countries, our tea... Know more