Engagement Lead - CSM/HRSD

Summary

Join NewRocket, a global ServiceNow partner, as a ServiceNow Engagement Lead Business Analyst. Lead and mentor a team of Business Analysts, managing customer outcomes for a large, global customer. Conduct workshops, define customer needs, develop plans, and produce functional specifications. Partner with the technical team and facilitate testing. This role requires 5-10 years of business-related experience, strong knowledge of business process architecture, and excellent communication and leadership skills. ServiceNow platform knowledge and relevant certifications are preferred. NewRocket offers a diverse and inclusive workplace committed to employee growth and well-being.

Requirements

• 5-10 years of of experience working in a business-related position
• Strong knowledge of business process architecture principles for cloud-based platforms
• Strong written and verbal communication skills
• Ability to assess and mitigate risk
• Strong leadership capabilities
• Effective facilitation, coaching and mentoring skills with ability to motivate a team
• Strong problem-solving skills; ability to simplify complex situations
• Strong relationship management skills with all levels
• Ability to deliver a high degree of customer satisfaction
• Comfortable working in a matrixed organization
• Comfortable working with ambiguity and change
• A four-year undergraduate degree in Computer Science, Computer Engineering, Information Systems or demonstrated work experience
• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Implementation Specialist (CIS)
• ITIL Foundations
• The candidate must be willing and able to continue their education within the ServiceNow platform and beyond
• It is expected that the candidate will be able to complete ServiceNow competency Certifications as well as Module Accreditations

Responsibilities

• Conduct workshops and lead multiple implementations from a customer strategy standpoint
• Define customer needs, determine strategies, develop plans/proposals and make recommendations around customer’s internal processes and functions for improved efficiency and effectiveness
• Own business requirements and agreement of priorities with clients/end users
• Conduct impact analysis on existing business process and function
• Produce functional specifications, wireframes, and mock-ups for delivery teams
• Partner with technical team to conduct demos and show & tells with client end users
• Contribute to writing test scripts including acceptance criteria
• Facilitate testing/UAT and obtain agreement on priorities with client / end users

Preferred Qualifications

• Knowledge and exposure to the ServiceNow platform
• Exposure to Technology workflows, such as HRSD and CSM