ServiceNow Business Analyst Sr 1

We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, inclusive culture and talent experience and our ability to be compelling to our clients. You’ll find an environment that inspires and empowers you to thrive both personally and professionally. There’s no one like you and that’s why there’s nowhere like RSM.

JOB DESCRIPTION:

The Senior ServiceNow Business Analyst will work as a liaison among stakeholders to elicit, analyze, communicate, and validate requirements for changes to business processes, policies, and information systems. The business analyst’s primary responsibility is to provide specific ITSM process (such as Incident Management, Problem management, Asset Management, Configuration Management and Knowledge Management) support to the preparation and evaluation of technical documents, analysis, briefings and recommend solutions that enable the organization to achieve its goals.

ESSENTIAL DUTIES:

• Requirements Gathering
  • Prepare for and conduct requirements elicitation sessions using a variety of techniques including but not limited to brainstorming, interviews, surveys, requirements workshops, observation, task and workflow analysis, prototyping, storyboarding, document analysis, interface analysis, and focus group sessions.
  • Document elicitation results and validate with project team to ensure stated requirements align with the projects teams understanding of the requirements.
• Requirements Analysis
  • Work with project team to prioritize requirements and agree on assumptions and constraints.
  • Organize, model, and specify requirements with the appropriate level of detail given complexity, risk, and audience.
  • Work with project team to verify and validate requirements through review of requirements.
• Requirements Management & Communication
  • Write requirements specifications according to standard templates, using natural language simply, clearly, unambiguously, and concisely.
  • Decompose high-level business and user requirements into functional and nonfunctional requirements, specified in an appropriate level of detail suitable for use by internal project team members who base their work on the requirements.
  • Represent requirements using alternative views (ex. models/diagrams) where appropriate.
  • Communicate requirements to ensure all project team members have a shared understanding of the solution and secure requirement confirmation/approval from project team members.
  • Manage issues and changes to baselined requirements by identifying business impact of the changes and through effective application of change control processes and tools.
  • Manage traceability of requirements to ensure alignment to project goals and objectives as well as alignment to development and testing plans.
  • Manage requirements documentation for reuse.
• Solution Assessment & Validation
  • Works with project team to ensures proposed solutions align with requirements and maximizes value.
  • Defines requirements for solutions needed to transition from an existing solution to a new one.
  • Define acceptance criteria, perform gap analysis on proposed solutions, and make recommendations.
  • Work with project team to evaluate impact of defects and to develop plans for resolution or other mitigation.

EDUCATION

• Bachelor’s degree in related field or equivalent experience.

TECHNICAL SKILLS

• Proficient in Microsoft Office products such as Outlook, Word, Excel, and Visio
• Experience with ServiceNow modules
• Knowledge of defect tracking processes and tools

SPECIAL REQUIREMENTS SPECIFIC TO JOB

• Ability to work in a highly collaborative environment and consult effectively with employees at all levels.
• A strong knowledge of ServiceNow and IT systems.
• Strong attention to detail, motivation, and ability to take initiative.
• ServiceNow end user and customer communication skills.
• Listening, observation, and oral communication skills; understand what people say and detect what they might be hesitant to say.
• Analytical skills: critically evaluate the information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a more general understanding, distinguish solution ideas from requirements, and distinguish user requests from underlying needs.
• Facilitation skills; lead requirements elicitation workshops.
• Organizational skills: work with the vast array of information gathered during elicitation and analysis and manage rapidly changing information.
• Writing skills; communicate information effectively to all levels of internal and external project team members.
• Interpersonal skills: help negotiate priorities and resolve conflicts among project team members.
• Modeling skills: represent requirements information in graphical forms that augment textual representations.
• Time management skills: manage multiple tasks and responsibilities at once with the ability to quickly pivot and reprioritize accordingly.

EXPERIENCE

• Minimum of 5 to 10 years of business analysis experience working in a development environment.
• Highly knowledgeable in best practices relating to ITSM, particularly ITIL.
• Working with software engineers to ensure requirements effectively support the development and execution of test plans, including test cases/scripts/scenarios.
• Understands project management methodologies.
• Experience with both structured and object-oriented analysis techniques.
• Proven experience in operational business process improvement.
• Knowledge of Agile methodologies and other tools supporting fact-based decisions.

PREFERRED REQUIREMENTS

• Experience with ServiceNow.

At RSM, we offer a competitive benefits and compensation package for all our people. We offer flexibility in your schedule, empowering you to balance life’s demands, while also maintaining your ability to serve clients. Learn more about our total rewards at https://rsmus.com/careers/india.html.

RSM does not tolerate discrimination and/or harassment based on race; colour; creed; sincerely held religious beliefs, practices or observances; sex (including pregnancy or disabilities related to nursing); gender (including gender identity and/or gender expression); sexual orientation; HIV Status; national origin; ancestry; familial or marital status; age; physical or mental disability; citizenship; political affiliation; medical condition (including family and medical leave); domestic violence victim status; past, current or prospective service in the Indian Armed Forces; Indian Armed Forces Veterans, and Indian Armed Forces Personnel status; pre-disposing genetic characteristics or any other characteristic protected under applicable provincial employment legislation.

Accommodation for applicants with disabilities is available upon request in connection with the recruitment process and/or employment/partnership. RSM is committed to providing equal opportunity and reasonable accommodation for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or otherwise participate in the recruiting process, please send us an email at careers@rsmus.com.