ServiceNow Business Analyst - Contract

Job Description:

The key job responsibilities include the following:

• Maintains a solid knowledge base of the functional capabilities and is a Subject Matter Expert for the products assigned.
• Possesses overall understanding of applicable business processes and workflows.
• Assists Engagement Manager/TDM in directing, and reviewing all activities associated with delivering technology products. Responsible for product quality, project timeliness, and customer satisfaction.
• Serves as functional and business process expert, ensuring that both business needs and end-user needs are understood and reflected in every solution we deliver, distinguished by world-class quality.
• Interfaces with clients to define and document requirements for a named set of custom developed or vendor software products.
• Collaborates with the Clients, Engagement Manager, US BSA and TDM in creating and presenting the appropriate project on-boarding processes and materials (Charter/SOW/High-level Requirements) and operational & support activities.
• Responsible for actively participating in Design Thinking sessions to gain insights into end user and customer needs.
• Creates documentation including requirement User Stories, Acceptance Criteria, Feature Description PowerPoint decks, Process Flows and Analysis Models, Personas, Journey Maps, Wireframes and User Guides.
• Manages the Product Backlog for a Product, working with the US BSA and Engagement Manager to prioritize requirements, define and manage scope and sprints for a project.
• Engages business owners and other ITS resources to respond to requests for new applications and/or enhancements.
• Leads and is responsible for all Testing and QA activities within the project lifecycle. Works with and manages US India (USI) QA resources to develop and execute Test Plans, Test Scripts and all other deliverables and activities related to Quality Assurance of the Products.
• Provides feedback and conducts Performance Evaluations of USI QA resources.
• Works with the Engagement Manager and clients to plan user engagement activities and execute User Acceptance Testing (UAT) and/or facilitate continuous testing during agile projects.
• Participates in reviews of plans associated with project execution.
• Responds proactively to both business and project issues and escalates appropriately.
• Provides operational support to practitioners and firm clients. Engages with various ITS organizations to resolve problems as they arise.

Primary Qualifications:

• Minimum 6+ years of experience working in supporting multiple software projects in various IT roles.
• 3+ years of Business Analyst or System Analysis experience.
• Must have experience providing Analyst support for ServiceNow implementation projects.
• Knowledge on ITBM, ITSM, ITOM, ITAM, HRSM, Integration etc. is aware on latest versions of ServiceNow
• Must have in-depth knowledge of software development lifecycles including agile development and testing.
• Prior experience that demonstrates good business understanding is needed (experience in a professional services organization is a plus).
• Demonstrated ability in applying repeatable quality assurance processes and methods to enterprise wide technology projects or initiatives.
• Excellent written and verbal communications, organization, analytical, planning and leadership skills.
• Strong management, communication, technical and remote collaboration skill are a must.
• Experience in dealing with multiple projects and cross-functional teams, and ability to coordinate across teams in a large matrix organization environment.
• Ability to effectively conduct technical discussions directly with Project/Product management, and clients.
• Excellent team collaboration skills.
• Strong relationship building and maintaining skills. Fosters a climate conducive to establishing positive working relationships with clients (internal and external).

The key skills required

• Well versed in written and oral communication
• Proven analytical and problem solving skills, demonstrate impact analysis, gap analysis and problem troubleshooting skills
• Well-versed with UML, Use-Cases, Data Modeling.
• Well-versed with Agile Methodology.
• Ability to effectively articulate ideas, solutions relevant to business and technology.
• Ability to adapt and learn quickly and execute seamlessly.
• Ability to status report, monitor progress and quality effectively, remain detail oriented at the same time understand the big-picture.
• Self-motivated.
• Ability to negotiate and manage expectations across the board.

Bonus Skills

• Agile Methodologies
• BSA tools and techniques