Senior Business Analyst – ServiceNow
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Job Description
Senior Business Analyst - ServiceNow at Gainwell leveraging technology to improve healthcare solutions for vulnerable communities. Engaging with customers and delivering ServiceNow functionality within ITSM.
Responsibilities:
- Acts as a liaison with the business to deliver ITSM supports processes and enhancements within the Platform.
- Facilitates meetings to gather input, process requirements into stories and feedback from stakeholders at all levels on process performance.
- Suggests test scenarios and creates draft unit test plan and executes test plans to the requirements of users.
- Collaborates and owns the relationship with stakeholders across the organization including service and process managers to ensure synergy of processes and procedures between support groups.
- Performs operational and/or administrative activities on the Platform including Process Coordination, Facilitation and Training.
- Documents process requirements from process owners and key stakeholders, documents acceptance criteria, conducts test results against acceptance criteria, and prepares release notes and documentation.
- Identify opportunities to refine day-to-day business processes and technologies to mitigate business continuity risk.
- Promotes the ITSM process, educates peers and drive continual improvement use of Platform.
Requirements:
- Bachelor's Degree in Computer Science, Information Systems, Business Management or related discipline
- 3+ years of experience in supporting ITIL processes (Business or IT)
- 2+ years of experience using a ServiceNow Platform
- 2+ years of experience project management and/or onboarding ITSM services
- 2+ years of experience in working with Agile
- Knowledge of ITIL / ITSM Best Practices
- Story creation and collaboration with customer on business requirement gathering
- Validates the application functionality built by Developer(s) and the System Administrator prior to promoting configuration into production
- Experience developing and delivering metrics, reporting, and dashboards
Benefits:
- generous, flexible vacation policy
- 401(k) employer match
- comprehensive health benefits
- educational assistance
- variety of leadership and technical development academies
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