Senior ServiceNow Business Analyst

Summary

Join Anaplan's Enterprise Applications Team as a ServiceNow Senior Business Analyst. You will manage ServiceNow system requirements and integrations, ensuring seamless operations. Leverage your ServiceNow expertise to design and implement features for ITSM, CSM, ITAM, and ITOM applications. Collaborate with business partners to identify opportunities for ServiceNow expansion and process automation. You will be responsible for ongoing ServiceNow improvement, project scope definition, and execution. This role requires strong ServiceNow knowledge, ITIL best practices, and excellent communication skills. Anaplan offers a dynamic and inclusive work environment.

Requirements

• High School Diploma or GED is required
• 8+ years of experience implementing, configuring, and administering SaaS business systems for a software company, with at least 5 years of ServiceNow experience
• Strong knowledge and understanding of the ServiceNow platform, ecosystem, and best practices
• Demonstrable knowledge of IT Service Management and ITIL best practices for Incident, Problem, Change, Knowledge, Configuration Management and Service Mapping, ServiceNow reports, and dashboards
• Experience with SLDC methodologies like Agile, Kanban, Scrum, Scaled Agile
• Excellent written and verbal communication skills required, including experience meeting with and presenting information to senior leadership
• Analytical mindset. Proven ability to work creatively and apply problem-solving, technical, and project management skills
• Detail-oriented, organized, self-motivated, hardworking, and a great team player with excellent interpersonal skills. Passion for creating a frictionless end-user experience

Responsibilities

• Oversee requirements for the ServiceNow platform and integrations with other core applications
• Proactively manage changes in project scope, identifying potential risks and devising effective contingency plans
• Solicit, analyze, evaluate, and comprehensively document business stakeholder requirements specific to ServiceNow functionalities
• Identify technical dependencies and recommend innovative solutions that align with ServiceNow and business needs
• Contribute to the creation of business application functional/technical specifications for ServiceNow
• Coordinate and lead project meetings, ensuring transparent communication and distributing comprehensive meeting notes for ServiceNow-related projects
• Develop user test cases and facilitate user acceptance testing/sign-off specific to ServiceNow functionalities
• Cultivate and deliver standard operating procedures for business application deployments with a focus on ServiceNow
• Foster extensive and effective communication with managers and end-users during change management processes, particularly pertaining to ServiceNow
• Serve as a liaison between business stakeholders and technology implementation teams, ensuring seamless collaboration with a focus on ServiceNow
• Administer day-to-day operations of the ServiceNow platform, ensuring its optimal performance
• Uphold the integrity of the ServiceNow platform across production and non-production instances, prioritizing ServiceNow functionality
• Execute installation and testing of updates and new releases specific to ServiceNow
• Provide ServiceNow configuration and customization assistance, encompassing form tailoring, workflow administration, report setup, data imports, LDAP integration, custom scripting, and third-party software integrations, with a ServiceNow focus
• Design and configure new applications and modules within the ServiceNow environment
• Aid in troubleshooting patch/release management issues within the ServiceNow framework
• Support the translation of business requirements into technical specifications, particularly for ServiceNow projects
• Implement new functionality within the ServiceNow platform, including UI forms, fields, notifications, workflows, and JavaScript server/client code
• Construct reports, widgets, and dashboards within the ServiceNow environment to enhance operational efficiency
• Monitor and maintain Service Level Agreements (SLA) workflows within the ServiceNow framework
• Develop, monitor, modify, and publish service catalog workflows with approvals, focusing on ServiceNow
• Serve as a configuration and asset manager in the upkeep and health of the Anaplan CMDB as well as hardware and software assets

Preferred Qualifications

A bachelor’s degree (technical degree preferred), ITIL V3/V4 Certifications, and/or ServiceNow Systems Administration Certification preferred