ServiceNow Business Analyst

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Job Details

As a ServiceNow Business Analyst, you will play a key role in bridging the gap between business needs and technical solutions within the ServiceNow platform. You will be responsible for gathering and analyzing requirements, designing workflows, and ensuring the efficient implementation of ServiceNow solutions. You will work closely with stakeholders, developers and architects to align the platform’s capabilities with organizational goals, improving IT service management processes and delivering value to the business.

Responsibilities

• Collaborate with stakeholders to gather, analyze, and document business requirements for ServiceNow implementations and enhancements.
• Translate business needs into detailed functional requirements and workflows.
• Serve as the primary liaison between business units and the ServiceNow development team.
• Conduct workshops and meetings to identify business goals, challenges, and opportunities for improvement.
• Collaborate with ServiceNow architects to determine and agree upon optimal solutions.
• Evaluate and recommend ServiceNow solutions to address business challenges, ensuring alignment with best practices.
• Create and maintain comprehensive documentation, including requirements, process flows, and user stories.
• Support user acceptance testing (UAT) by facilitating testing activities.
• Analyze the impact of new ServiceNow features and upgrades on existing business processes and provide recommendations.
• Ensure that non-functional requirements such as data integrity, usability, and scalability are considered in solutions.
• Provide support to end-users to maximize adoption and efficiency of ServiceNow solutions.
  
  

Education And Work Experience

• Minimum of 4 years of experience as a Business Analyst or similar role, with at least 3 years focused on ServiceNow.
• Proven experience gathering and translating business requirements into technical solutions.
• Demonstrated ability to design and document workflows, functional specifications, and user stories for ServiceNow projects.
• Experience with IT Service Management (ITSM), Configuration Management Database (CMDB), Request Management, and other core ServiceNow modules.
• Familiarity with ServiceNow platform capabilities and best practices.
• Experience with Agile methodologies, including user story creation and backlog grooming.
• Familiarity with JIRA.
• ITIL certification is preferred.
• Previous experience as a ServiceNow developer or administrator is a strong plus.
  
  

Skills And Knowledge

• Strong communication and interpersonal skills, with the ability to engage effectively with stakeholders at all levels.
• Exceptional analytical and problem-solving skills, with attention to detail.
• Ability to prioritize tasks and manage multiple projects in a fast-paced environment.
• Strong organizational skills and the ability to document and present findings clearly.
• A collaborative mindset and the ability to work effectively in cross-functional teams.
• Knowledge of IT service management processes and frameworks, with the ability to align technical solutions with business objectives.
  
  

Experience & Educational Requirements

Bachelor’s Degree in Computer Science, Information Technology or any other related discipline or equivalent related experience. 6+ years of directly-related or relevant experience, preferably in client software solutions design or management of IT Operations.

Preferred Certifications

Certified Business Analysis Professional (CBAP)

Lean Six Sigma

ITIL, ITSM Certifications

Skills & Knowledge

Behavioral Skills:

Decision Making

Coaching & Mentoring

Multitasking

Planning

Prioritization and Organization

Problem Solving

Technical Skills

Application Design and Management

Data Security

Database Management Systems

Information Security Strategy

Server Technologies

Software Design and Testing

Technical Documentation

Tools Knowledge

Microsoft Office Suite

Business Intelligence Tools like Tableau, Power BI

Programming and Development Languages - JavaScript, HTML/CSS, Python, SQL

CRM platforms such as SAP, Salesforce

Spine Mapping: P4

Priority:2

What Cencora offers

Benefit offerings outside the US may vary by country and will be aligned to local market practice. The eligibility and effective date may differ for some benefits and for team members covered under collective bargaining agreements.

Full time

Affiliated Companies

Affiliated Companies: AmerisourceBergen Services Corporation

Equal Employment Opportunity

Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.

The company’s continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.

Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email hrsc@cencora.com. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned