ServiceNow Business Analyst

Dobson Fiber Co - Oklahoma City, OK

Full-time - Mid Level

Oklahoma City, OK

About the position

The ServiceNow Business Analyst plays a crucial role in enhancing the organization's Service Management solutions by conducting organizational studies, designing systems, and preparing operational manuals. This position involves engaging in the design, testing, and deployment of Service Management solutions within the ServiceNow platform, ensuring effective configuration and customization to meet business needs.

Responsibilities

• Implement and enhance the organization's Service Management solutions.
• Engage in the design, testing, and deployment of Service Management and Service Integration solutions within the ServiceNow Platform.
• Perform comprehensive data analysis during projects to deliver detailed requirements for developers.
• Support the collection of core configuration requirements and translate these into design models.
• Document and capture customer and service provider requirements, developing solution approaches and managing the implementation process.
• Design and conduct training programs and User Acceptance Testing (UAT).
• Assist delivery teams in resolving issues and improving service delivery processes in collaboration with developers.
• Identify customer pain points and propose effective solutions to address these issues.
• Manage epics, document user stories, and collaborate with the Platform Owner to prioritize the backlog.
• Stay updated on the latest ServiceNow features, capabilities, and best practices.

Requirements

• Bachelor's degree in Business Administration or related field.
• Minimum 2 years of experience within Information Technology.
• 3-5 years of experience in Business Analysis, Product Ownership/Management, Project Management, or other Agile-related roles.
• Experience in IT Service Management (ITSM), IT Operations Management (ITOM), or related domains.
• ServiceNow Certification is required.
• Familiarity with Scrum Methodology is required.
• Administrator Certification is required.
• Strong analytical skills and attention to detail.

Nice-to-haves

• Certified System Administrator preferred.
• Experience in facilitating requirement gathering workshops and delivering training to clients and internal team members.
• Proficiency with industry-recognized technologies to support work environments.