ServiceNow Business Analyst

Description

We are looking for a Senior ServiceNow Business Analyst to assist our global IT support organization. This position will be responsible for assisting in enhancing the ITSM module and our IT customer portal built on Service Portal technology in ServiceNow. The IT customer portal is employee facing and serves 120k+ employees across the globe which allows employees to submit incidents, look up knowledge articles, and submit catalog requests. A day in the life of our business analyst Acts as SME / lead for process flows and requirements working with IT process owners Identify process, people, and technology gaps and partners with IT process owners to document, track, and close identified gaps (using MS Visio and MS Word) Lead sessions to document requirements / development stories (written as user stories using the SDLC module in ServiceNow) Responsible for ensuring MDT development stories are drafted and included in project/product backlog Work with form owners to improve the service catalog Partners with test lead to assist in testing/QA and defect management processes Create, review and update test scripts and where necessary execute test cases. Lead the show me sessions after development sprints Act as the SME in regards to ServiceNow (Incident, Knowledge, Catalog, Service Portal) Work with third party and internal development team members Work with our internal OCM, user experience, and branding teams Reporting (ServiceNow, Excel) Skills Required 4 years of BA experience 1+ years of ServiceNow experience Solid requirements gathering and documentation Independent mindset Agile methodology Strong communication