ServiceNow Business Analyst

4 days ago

Calgary, Alberta, Canada SAIT Polytechnic Full time
About the Role

The ServiceNow Business Analyst is a pivotal position at SAIT Polytechnic, responsible for advancing and expanding the ServiceNow platform. This role is instrumental in fostering collaboration with stakeholders, gathering and documenting requirements, designing effective workflows and processes, and coordinating the efforts and initiatives of the ServiceNow team to ensure timely delivery within agreed-upon timeframes.

Key Responsibilities
  • Collaborate with stakeholders to gather and document business requirements, ensuring alignment with business objectives.
  • Conduct interviews, meetings, and workshops to gather requirements, and analyze and document them to ensure they meet business needs.
  • Liaise between business and ServiceNow team throughout the Software Development Life Cycle (SDLC) to ensure business requirements are met.
  • Develop and deliver training sessions for end-users and administrators to ensure they can effectively use the ServiceNow platform.
  • Coordinate and assist with leading ServiceNow operations sprints cycles, sprint planning, backlog grooming, and scrums.
  • Develop test cases and test plans based on business requirements, and conduct and coordinate user acceptance testing (UAT) to ensure solutions meet business needs.
  • Identify and resolve issues identified during testing, and document requirements, processes, designs, workflows, and diagrams.
  • Create user guides, training materials, and documentation to support end-users, and assist in the documentation and design of specifications for reports and dashboards that support business processes and decision-making.
  • Develop and maintain task boards for the ServiceNow Operational team, and recommend and participate in the development of new procedures and policies related to ServiceNow operations.
  • Identify opportunities for process automation and efficiency improvements, and review ServiceNow development team processes to assist with fit/gap analysis and make recommendations on updates that will benefit and improve ServiceNow Operations team delivery of solutions to business.
  • Assist in project planning, including defining scope, timelines, and resource requirements, and monitor project progress, manage risks, and ensure timely delivery of solutions.
  • Communicate project status, updates, and issues to stakeholders in a clear and timely manner.
Qualifications
  • Post-secondary degree or diploma in Information Systems, Technology, or Business.
  • 2 years of experience with ServiceNow.
  • Minimum 3 years of experience working in a Business Analyst role.
  • Experience with ServiceNow IT Service Management (ITSM) product.
  • Experience as a Business Analyst in a Project Management lifecycle.
  • Experience with business process improvement.
  • Preferred qualifications include 5 or more years of direct experience with ServiceNow, minimum 5 years of experience working in a Business Analyst role, project management experience utilizing agile methodology, and experience with ServiceNow modules like IT Operations Management (ITOM) and CMDB, Customer Service Management (CSM), HR Service Delivery (HRSD), Custom apps, etc.
Skills Required
  • Excellent organizational and time management skills.
  • Strong analytical and problem-solving skills.
  • Strong communication, both written and verbal.
  • Excellent interpersonal skills.
  • Proficiency in requirement gathering, process design, and documentation.
  • Knowledge of ServiceNow platform capabilities and functionalities.
  • Ability to work collaboratively with cross-functional teams.
  • Project management skills and familiarity with Agile or other project management methodologies.
  • Proficient with Microsoft products such as Office Suite, Projects, PowerPoint, Visio.
About SAIT Polytechnic

SAIT Polytechnic is a global leader in applied education, named one of Alberta's Top Employers. We offer the chance to work with a purpose, preparing the next generation of industry leaders, entrepreneurs, advocates, and explorers. Our institution values fairness, shared accountability, and the importance of representation, creating a healthy campus where everyone feels welcome, respected, and empowered to succeed.

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