ServiceNow BA - San Diego - Zortech Solutions

    Zortech Solutions
    Zortech Solutions San Diego

    6 hours ago

    Description

    Role:
    ServiceNow BA


    Location:
    San Diego, CA (Onsite)


    Duration:
    Fulltime


    Job Description:
    ServiceNow Business Analyst (BA)

    Position Overview:
    We are seeking a skilled and motivated ServiceNow Business Analyst with ITIL experience to join our team.

    The ServiceNow BA will play a critical role in understanding business needs and translating them into functional requirements and solutions within the ServiceNow platform, with a focus on aligning processes with ITIL best practices.

    The ideal candidate will have a strong business acumen, excellent communication skills, and a deep understanding of ServiceNow capabilities and ITIL framework.

    As a ServiceNow Business Analyst, you will work closely with stakeholders, development teams, and other IT functions to ensure successful ServiceNow implementations that adhere to ITIL principles and meet business objectives.


    Responsibilities:

    Requirements Gathering:

    Collaborate with stakeholders, including business users, IT teams, and subject matter experts, to gather and document business requirements related to ServiceNow applications and modules, with a strong emphasis on ITIL processes.


    ITIL Process Alignment:

    Analyze existing business processes and workflows, and ensure they align with ITIL best practices while identifying opportunities for process improvement.


    Functional Specifications:
    Create clear and detailed functional specifications for ServiceNow configurations, customizations, and integrations, taking into consideration ITIL guidelines.

    • Solution

    Design:

    Work closely with ServiceNow developers and architects to design solutions that adhere to ITIL principles while addressing business needs.


    Data Analysis:

    Analyze data requirements for ServiceNow applications, including data sources, data mappings, and data transformations, with a focus on maintaining accurate and relevant ITIL-related data.


    • User Experience (UX)

    Design:

    Collaborate with UX designers to ensure intuitive and user-friendly interfaces for ServiceNow applications, keeping in mind ITIL user experience requirements.


    Documentation:

    Prepare comprehensive documentation, including user stories, use cases, process flows, and requirements traceability matrices, with specific attention to ITIL processes.


    Change Management:

    Assist in change management activities, including impact analysis, stakeholder communication, and user training, while considering ITIL change management principles.


    Testing Support:

    Collaborate with QA analysts to ensure that testing aligns with the defined requirements, including ITIL-related test scenarios and validation of ITIL process adherence.


    Continuous Improvement:

    Stay up-to-date with ServiceNow releases, features, ITIL guidelines, and best practices to continuously enhance your knowledge and contribute to process improvements.


    Requirements:

    • Bachelor's degree in Business Administration, Computer Science, Information Technology, or related field.
    • Proven experience as a Business Analyst with specific experience in ServiceNow implementations and ITIL processes.
    • Indepth understanding of IT Service Management (ITSM) processes, ITIL framework, and ServiceNow platform capabilities.
    • Strong analytical and problemsolving skills with the ability to translate business needs into technical requirements with an ITIL focus.
    • Excellent written and verbal communication skills to effectively interact with stakeholders and technical teams.
    • Experience in process analysis, requirement gathering, and functional specifications creation with a focus on ITIL alignment.
    • Familiarity with Agile methodologies and the ability to work in Agile/Scrum environments.
    • ServiceNow certifications related to Business Analysis or IT Service Management are desirable.
    • ITIL Foundation certification or higher level ITIL certifications are preferred.
    • Strong organizational skills and attention to detail to ensure accuracy and completeness of documentation.
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