ServiceNow Senior Business Analyst

Summary

Join NewRocket, a company with over 500 team members and global delivery capabilities, as a Senior Business Analyst specializing in ServiceNow implementations. You will lead and mentor a team, managing customer outcomes on complex projects. Responsibilities include conducting workshops, defining customer needs, gathering requirements, creating process diagrams, prioritizing requirements with the architecture team, producing functional specifications, and facilitating testing. You will partner with the technical team to conduct demos and contribute to test script writing. The ideal candidate possesses strong business process architecture knowledge, client-facing consulting experience, and excellent communication skills. This role requires experience with various project methodologies and a Bachelor's degree in a relevant field.

Requirements

• Strong knowledge of business process architecture principles for cloud-based platforms
• Experience as a client-facing technical consultant customizing and deploying packaged software as a billable resource
• Experience facilitating executive level workshops
• Experience conducting formal training sessions
• Experience designing business processes around software tools.  Must be able to guide customers through the implementation both from process and technology perspective
• Consulting orientation, able to handle stressful customer situations diplomatically
• Excellent written and oral communication skills. Must be able to communicate effectively with both business-oriented and technically oriented customers and partners. Also, must be able to effectively communicate customer requirements and issues to other team members
• Ability to thrive in a fast-paced, multi-tasking, startup environment while simultaneously serving large enterprise customers and complex organizations
• Knowledge of Waterfall, Agile, Kanban, Scrum processes and methodologies
• Ability to travel for occasional customer meetings (post-pandemic) in Canada or the US on Canadian or US (or other) passport and clear criminal record required
• Bachelor’s degree in Management Information Systems, Business or Computer Science
• 5 – 10 years of business-related experience

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
• Requirement’s ownership, translation, and gathering for all assigned projects documented as stories (Release or Agile modules)
• Own business requirements and agreement of priorities with clients/end users
• Conduct impact analysis on existing business process and function
• Creating Process and Workflow diagrams and conceptual mock-ups to support requirements
• Prioritize requirements with Architecture/Solution Design
• 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
• Create detailed documentation and process flow maps to assist in creating functional requirements for implementations and trainings

Preferred Qualifications

• Knowledge of ServiceNow ITSM or CSM an asset
• ServiceNow CSA, CIS and/or ITIL