ServiceNow ITSM Business Analyst

Job Title : ServiceNow ITSM Business Analyst

Job Location : Plano, TX, Boise, ID, Phoenix, AZ, Pleasanton, CA

Must be able to work US hours (both PST and MST).

Must be based within 50 miles of the following four mentioned client's corporate offices :

Duration of Contract : 6+ months (Possible Extension)

No. of Positions : 2

ServiceNow ITSM Business Analyst

The ServiceNow ITSM Business Analyst is part of the client's IT Service Management team supporting the client's ServiceNow platform.

This individual will be responsible for gathering, analyzing, and documenting business requirements from stakeholders and translating them into comprehensive requirements documents.

The ServiceNow ITSM Business Analyst will drive collaboration with Product Owners, Scrum Masters, Process Owners, customers and ServiceNow Developers / Admins to ensure that requirements are thorough, accurate and complete.

The ServiceNow ITSM Business Analyst will successfully derive functional requirements, validate and vet cross-functional dependencies and document the parameters defining success and completion.

Key Responsibilities include, but are not limited to :

• Accountable for providing high-performance output of business requirement documentation in support of assigned Products.
• Maintain and build alignment with Product Owners and Scrum Masters to provide quality BA services that support Product program increment plans, timing and deliverables.
• Responsible for leading translation of assigned business intake requests into comprehensive fully vetted requirements documents.
• Collaborating with customers to define (or refine) process flow diagrams and use-case details that support their requirements and functional design.
• Serving as the point of contact for ServiceNow requests that need a BA recourse, assessing feasibility of requests, and identifying solutions to meet request requirements.
• Provide regular updates to stakeholders on the status of their requests.
• Build understanding of how ServiceNow is used by external customers and internal ITSM Product teams to maintain knowledge of all aspects of ServiceNow Products and Platform and their impact on our ITSM implementation.
• Collaborate and partner with ServiceNow Developer / Admins to determine level of effort and ensure objectives / requirements are met.
• Where applicable, partner with Product Owners, Tech Leads and Process Owners in analysis of the business requirements document to obtain technical and / or governance input to ensure requests align with established client's ServiceNow standards and practices.
• Responsible for delivering robust acceptance criteria that align with defined use-cases, successfully harmonizes with existing processes and helps reduce defects.
• Support unit testing of stories, creation of test scripts to validate requirements, and facilitating Demos and User Acceptance Testing with the customer and / or Process Owner to validate development output against customer requirements.

Qualifications / Required :

This includes a deep understanding of ITIL IT Service Management processes (e.g., Incident, Problem and Change Management, Project and Portfolio Management, Service Catalog, etc.)

Preferred :