Servicenow Business Analyst Jobs

A Taleo client is seeking a ServiceNow Business Analyst, for a 12-month contract. This role is hybrid (2-3 days/week in office) based in Calgary, AB.

Summary:

Reporting to the Manager of the Service Management Office, this role is responsible for functional subject matter expertise in the delivery of projects, application changes, processes and services related to ServiceNow and ITSM process.Senior Business Analysts act as functional product experts within their areas and are responsible for gathering requirements, presenting opportunities and testing against the delivered solutions. The role provides information about business value to delivery teams to prioritize and test their delivery of capabilities to maximize customer value, minimize business impact, and align to the product roadmap.

The role spans many activities from strategic to tactical – most notably between ServiceNow stakeholders, IS, and the respective delivery teams.

Core Focus Areas:

1.Delivery team business analyst for ServiceNow platform and ITSM processes

2.Driving business value for stakeholder needs

3. Creation, refinement and prioritization of user stories and acceptance criteria based on business priorities aligned during the governance session

4.Assist in process development (ITSM processes) and process refinement

5.Identify opportunities for continuous service improvements and propose industry best practices

6.Ensuring functional alignment with the product and prioritized work

Job Responsibilities:

1.Business Engagement

• Facilitate and drive alignment among key stakeholders
• Feed requirements and improvements to enable adaptive governance to make frequent and dynamic prioritization decisions
• Translate business requests and capabilities into a product user stories, features and epics
• Establish and maintain relationships with the key business and technology stakeholders
• Support program manager, project manager or scrum master to plan and develop scope, deliverables, resource, and timing for new initiatives. This role may also take up some scrum master roles, where required
• Team player with a strong ability to collaborate with stakeholder

2.Delivery Support/Alignment

• Gather business requirements and stakeholder (functional) requirements
• Excellent knowledge of ITSM processes (Request Fulfilment, Incident Management, Change Management & Problem Management)
• Identify risks and work with project leadership to mitigate
• Participate in all the sustainment, major initiatives and project phases
• Work with the Sr. Technical Advisor and Architects to complete the non-functional requirements
• Report common sources of technical/business issues to the solution delivery team
• Supports user acceptance testing
• Work on Enhancements related to the portfolio following change management process
• Work with Subject Matter Experts to document as-is processes and to-be processes
• Create, refine and prioritize user Stories, features, epics and acceptance criteria
• Compile documentation to support development, agile ceremonies and project phases.
• Documents test cases based on user story acceptancecriteria and perform testing
• Liaison between business users and development team

Key Behaviors/Competencies:

This role emphasizes an entrepreneurial spirit, independent and creative thinking, and leadership through collaboration as opposed to traditional authority.

• Outcome driven orientation
• Exceptional facilitation, and organizational skills
• Excellent listening, interpersonal, written, and oral communication skills
• Technical knowledge & proficiency
• Influencing, collaborating with, and leading others
• Business acumen & enterprise knowledge
• Excellent problem-solving abilities
• Strong communication skills

Position Requirements:

• Thorough understanding of business requirements gathering and agile techniques and methods
• Bachelor’s degree in MIS, Business Administration, Computer Science or relevant practical experience preferred
• ITIL (V3 or 4) must
• Experience with some BI tools such as PowerBI
• Experience with custom development
• Hands on ServiceNow experience
• Safe agile certification an asset but not required
• CBAP certification an asset but not required