Job Role – Service Now Implementation Business Analyst

Location – Georgetown, KY

Duration - 6 Months

Description:

This role is reopened due to a contactor backing out of position. We will be managing to the target for this role. The new rate should allow for better pool of candidates. There may be some flexibility for travel between Georgetown and Erlanger

Project likely to be extended. 

Notes from Manager:

• ITIL Foundation Certification in IT Service Management.

• Expertise experience in Service Now Management with knowledge in Incident, Request, Problem and Change Management.  

• Experience with the triage of working Service Now queues and routing of tickets.

• Must be able to actually triage the queue! This is a key skill set that was lacking in the last candidate. 

• Assisting with our change/release process

• Reporting and administration of Service Now, including requirements gathering and testing.

The Business Analyst is responsible for the review, analyze, and evaluate processes, systems, and user needs for planned projects based on the business plan of the enterprise. The Business Analyst is involved in the development of business cases, facilitation of analysis workshops, the selection of the most effective solution and the definition and management of User Acceptance Testing (UAT) to ensure enterprise operational and IT deliverables meet the requirements of the enterprise. The Business Analyst assists the IT staff in understanding the enterprise’s operational needs for both automated and manual solutions to business systems and procedures. The incumbent is involved in planning, organizing and conducting detailed management analytical studies to define problems, identify deficiencies and improve solutions which impact the enterprise’s effectiveness, and provide the basis for management decision.

Responsibilities may include:

1. Partnering with business users to gather all requirements to formulate business specifications and translating those into business functionality.

2. Documenting workflows and results of business analysis and obtaining sign-off from users on specifications. 

 3. Assisting the technical team in translating application functionality into application architecture and the production of a business functionality requirements statement.

4. Communicating the business directives, goals, and needs to the technical team and serving as business interface from the enterprise’s operational management team managing expectations and defining business satisfaction metrics.

5. Designing and executing test plans to ensure that business requirements and functional specifications are implemented properly and meet ROI objectives.  

 6. Understanding the long-term business objectives and suggesting strategies to meet those objectives; introducing innovation to business processes through technology if appropriate.

7. Assisting the enterprise’s business operations staff in developing content or other materials; recommending enhancements and identifying new business requirements 

 8. Applies knowledge of system capacity to determine feasibility of projects. 

 9. Maintains current knowledge of new hardware and software and recommends upgrading to maintain efficient operation. 

 10. Works with IT application analysts and programmers as necessary. 

 11. Performs analysis of department production and redesigns workflow if appropriate 

 12. Develops, edits and maintains operating procedures and standards manuals.

13. Serves as a consultant to the enterprise in work measurement, system studies or cost/effectiveness analysis.

14. Provides assistance as required to organizations outside of the enterprise to improve internal procedures that may be advantageous to the enterprise.

15. Conducts training sessions to implement new or improved systems and procedures.

16. Conducts meetings on all levels of management for purposes of presentations, reviews, approvals of recommendations, etc.

17. Performs at or above the enterprise’s performance standard and specifically for procedures development and analysis.

18. Assumes additional responsibilities as assigned.

19. Recognizes and identifies potential areas where existing business services policies and procedures require change, or where new ones need to be developed, and make recommendations in these areas.

Requirements:

• BS or BA degree in computer science, business administration, or related technical field or equivalent experience is required

• 5 years of supervisor, administrative or systems procedures analysis experience, three in the business services area are required as well

• Experience in areas of operations engineering (i.e. work simplification, work measurement techniques/skills)

• Ability to express complex technical concepts effectively, both verbally and in writing

• Analytical and organizational skills

• Ability to work independently with limited supervision

• Knowledge of office automation, Information Technology techniques and practices, forms and records management

• Ability to work well with people from different disciplines with varying degrees of technical experience

• Personal qualities: resourcefulness, responsibility, tenacity, independence, energy, and self-confidence, strong analytical skills, solid business judgment, creativity, and the ability to communicate effectively with executive management 

All your information will be kept confidential according to EEO guidelines.