ServiceNow Business Analyst

Company Overview

Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify people’s lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now, these were disconnected from business systems of record, costing businesses time, money, and opportunity. Using Docusign’s Intelligent Agreement Management platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM).

What you'll do

he ServiceNow Business Analyst is key in bridging the gaps between IT business needs and the ServiceNow platform. They negotiate with stakeholders at all levels, from team members to senior leaders across Docusign, to gather requirements, analyze processes, and ensure the successful implementation of ITSM and Asset Management solutions through ServiceNow.

This is an individual contributor role reporting to the Sr. Director, ITSM.

Responsibility

• Facilitate requirements gathering workshops, stakeholder meetings, and user story writing sessions to capture business needs and priorities
• Translate business requirements into clear and concise user stories, acceptance criteria, and sprint backlog items
• Collaborate with development teams to ensure alignment between business needs and technical solutions
• Serve as a scrum master for agile development teams, facilitating sprint planning, daily stand-ups, sprint reviews, and retrospectives
• Monitor project progress, identify, and mitigate risks, and communicate project status to stakeholders
• Maintain project documentation, including user stories, sprint backlogs, release plans, and sprint burndown charts
• Coordinate user acceptance testing (UAT) activities and gather feedback from stakeholders to validate system functionality
• Provide guidance and support to team members on agile methodologies, scrum practices, and ServiceNow platform capabilities
• Foster a collaborative and productive team environment, promoting continuous improvement and innovation
• Act as a liaison between business stakeholders and technical teams to ensure effective communication and alignment of priorities and release plans
• Lead testing efforts and ensure the quality and accuracy of system updates and enhancements
  
  

Job Designation

Hybrid: Employee divides their time between in-office and remote work. Access to an office location is required. (Frequency: Minimum 2 days per week; may vary by team but will be weekly in-office expectation)

Positions at Docusign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within Docusign. Docusign reserves the right to change a position's job designation depending on business needs and as permitted by local law.

What you bring

Basic

• Bachelor’s degree in business administration, computer science, or a related field
• 5+ years of experience as a business analyst in ServiceNow implementation projects
• Strong understanding of ITIL processes and ServiceNow modules
• Ability to gather and document business requirements, user stories, and acceptance criteria
• Experience conducting workshops, user interviews, and stakeholder meetings
• Proficiency in creating and maintaining project documentation, such as user stories, sprint backlogs, product roadmaps, etc.
• Excellent communication and facilitation skills
• Familiarity with ServiceNow reporting and analytics capabilities
• Proven experience in leading agile teams and facilitating scrum ceremonies
• Ability to adapt to changing priorities and work in a fast-paced environment
  
  

Preferred

• Certified Scrum Master
• Experience with CMDB, SACM and/or Service Catalogue analysis
• ITIL Foundations training or certification
• Experience with JIRA
• Asset management experience
  
  

Life at Docusign

Working here

Docusign is committed to building trust and making the world more agreeable for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what’s right, every day. At Docusign, everything is equal.

We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better than we found it. And for that, you’ll be loved by us, our customers, and the world in which we live.

Accommodation

Docusign is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need such an accommodation, or a religious accommodation, during the application process, please contact us at accommodations@docusign.com.

If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at taops@docusign.com for assistance.

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