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ServiceNow ITSM Process Analyst

Atlanta, GA

Post Date: 04/17/2017 Job ID: 1227 Job Category: Process Engineer ITIL

ServiceNow ITSM Process - Business Analyst


ServiceNow Business Analyst Summary:

This individual will serve as a Subject Matter Expert for ServiceNow process and workflow enhancement activities, including ensuring requirements are met through sequenced activities, inputs/outputs, and are measurable and manageable.


ServiceNow Business Analyst Responsibilities:
  • Responsible for managing enhancement requests, gathering requirements and UAT
  • Driving process definition, re-engineering, improvement and gap analysis of current/to-be processes during workshops with key customer sponsors and stakeholders
  • Developing required documentation such as workshop agenda, presentations, gap analysis reports, process flow diagrams, roles/responsibilities
  • Identifying areas of process improvement (efficiency and effectiveness) and recommending solutions that detail pros, cons and risks
  • Promoting continuous process improvement practices through process metrics/KPIs, dashboards and role accountabilities
  • Managing and communicating ITSM process and business requirements to the implementation team as a bridge to ensure that the proposed solutions meet the customer' s expectations


ServiceNow Business Analyst Experience:
  • 8 - 10+ years' experience in continuous process improvement methodologies including ITIL®, business process re-engineering, and/or quality management initiatives
  • Significant demonstrated experience with ITIL® business process reformation, re-engineering, and project management activities, with extensive Service Catalog and Service Request experience
  • Expert level experience in ServiceNow Service Catalog and Service Request design and implementation
  • Expertise in ServiceNow application including knowledge of its various modules for analysis and design in existing functionality and future roadmap strategy
  • Experience gathering requirements for complex enhancements and business requirements is required
  • Expert level in ServiceNow Reporting based upon requests
  • Expert level experience with workflow creation
  • Experience working with/leading process reformation teams
  • Knack for uncovering and recommending timely and high-impacting enhancements to day-to-day processes
  • Desire to develop complex strategies to overcome cultural resistance to process-driven change
  • Experience facilitating quality improvement efforts
  • Excellent verbal and written communication skills
  • Excellent leadership and problem-solving skills
  • Experience with ServiceNow required, experience with Remedy is a plus

Samantha Clark

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