Business Systems Analyst

Summary

Join Trace3 as a Business Systems Analyst (BSA) and translate business needs into technical requirements, focusing on ServiceNow, customer integrations, and internal IT products. You will bridge business and technical teams, gathering requirements, documenting workflows, and supporting solution design and implementation. The role involves facilitating agile ceremonies and driving sprint activities. Responsibilities include collaborating with stakeholders, analyzing business processes, developing process maps, translating requirements into specifications, and working with IT teams to design solutions. You will also create documentation, serve as a liaison between stakeholders and IT teams, provide updates, support implementation, lead testing activities, develop training materials, and provide ongoing user support. The BSA will monitor solution performance and stay updated on industry trends and best practices in IT service management and business analysis, with a focus on ServiceNow.

Requirements

• A minimum of 3 years’ experience as an IT Business Analyst, with a focus on ITSM and Managed Services organization and creating detailed documentation, including functional specifications, process maps, and user stories
• A minimum of 3 years’ experience:Working with ServiceNow, including implementation, configuration, and administration
• Working with other IT products used in Managed Services organizations, such as monitoring tools, ticketing systems, and automation platforms
• Working with Agile, Scrum, Scrumban or Kanban
• Working on customer related ServiceNow integrations and modules such as ITSM and ITOM
• Familiarity with scripting languages and ServiceNow development
• Strong analytical and problem-solving skills, with the ability to understand complex business processes and technical requirements
• Excellent communication and interpersonal skills, with the ability to work effectively with diverse stakeholders
• Strong organizational skills and the ability to manage multiple and changing priorities while meeting deadlines
• Excellent written and verbal communication skills

Responsibilities

• Collaborate with stakeholders to gather and document business requirements for ServiceNow and other IT related products used internally or for customers
• Conduct interviews, workshops, and surveys to understand business needs and workflows
• Analyze and understand current business processes and workflows, identifying areas for improvement and optimization
• Develop process maps and documentation to support business process reengineering efforts
• Translate business requirements into functional and technical specifications
• Work with IT teams to design solutions that meet business needs, leveraging ServiceNow and other relevant products
• Create detailed documentation, including use cases, user stories, and acceptance criteria
• Serve as a liaison between business stakeholders and IT teams, ensuring clear and effective communication
• Provide regular updates to stakeholders on project progress, risks, and issues
• Support the implementation of IT solutions, ensuring they meet specified requirements
• Lead and participate in testing activities, including the creation of test plans and test cases
• Assist in user acceptance testing (UAT) and ensure defects are tracked and resolved
• Develop training materials and conduct training sessions for end-users on new systems and processes
• Provide ongoing support to users, addressing any issues or concerns
• Monitor the performance of implemented solutions and identify opportunities for further enhancements
• Stay up to date with industry trends and best practices in IT service management and business analysis with a focus on ServiceNow
• Provide deep technical knowledge of the ServiceNow platform, including its capabilities, limitations, and best practices
• Work closely with the development team to ensure technical feasibility and trade-offs are well understood
• Define and track key performance indicators (KPIs) to measure product success
• Use data-driven insights to iterate and improve the product continuously

Preferred Qualifications

• Knowledge of ITIL best practices and certification (e.g., ITIL Foundation) is preferred
• Certification in business analysis (e.g., CBAP, CCBA)
• ServiceNow Certified System Administrator or ServiceNow Certified Implementation Specialist
• Leadership, problem-solving, and critical thinking abilities

Benefits

• Comprehensive medical, dental and vision plans for you and your dependents
• 401(k) Retirement Plan with Employer Match, 529 College Savings Plan, Health Savings Account, Life Insurance, and Long-Term Disability
• Competitive Compensation
• Training and development programs
• Stocked kitchen with snacks and beverages
• Collaborative and cool culture
• Work-life balance and generous paid time off