ServiceNow Business Analyst

Job Description

Position:

ServiceNow (SNOW) Business Analyst

Purpose and Scope:

Responsible for system data gathering & analyzing business requirements to be developed in SNOW. Work with Product Owner and IT team for system enhancements and improvements. Work with Program Manager and Transition Managers/Local for global system implementation. Provide day-to-day support and assistance to end-users, agents and business partners. Support the GBS organization’s goal and overall direction.

Duties and Responsibilities:

• Works closely with different stakeholders for system enhancement (requirements gathering, requirements signoff, build test plan, ensure UAT signoff, ensure sprint signoff and hypercare support)
• Ability to apply the agile methodology for Software Development Life Cycle (SDLC)
• Perform in-depth system testing and analysis that are consistent with business requirements
• Works closely with Program Manager and Transition Managers/LO for global system implementation
• Conduct SNOW trainings for different stakeholders (end-users, agents and managers)
• Create and update SNOW training materials, How-To guides/SOPs for end-users and agents
• Support the routine system upgrade that will ensure no major impact to operations
• Support the GBS Business Intelligence & Reporting team for any SNOW requirements and report development
• Ensures that SNOW reporting is timely and accurate
• Assist in developing SNOW visual dashboards to report KPIs and specific metrics
• Ensures that automation/RPA in SNOW are functioning correctly and efficiently
• Provide analytical and technical support for any SNOW issues and concerns (solution mindset)
• Act as a liaison (gatekeeper) between IT, Operations team and other business partners
• Ensure system stability by escalating defects and bugs to PO and IT team
• Works closely with Product Owner, IT and Operations for system improvements
• Recommend system improvements that are compliant, sustainable and effective
• Participate in team discussions to continuously improve the SNOW system and/or process resulting in improved efficiency
• Provide guidance and mentorship to different stakeholders as applicable
• Other special duties as assigned

Experience & Required Skills:

• 5+ years of experience in SNOW supporting Finance, Accounting, Procurement and/or other financial transformation
• Knowledgeable with up-to-date technology such as AI, chat bot, virtual agent, RPA and automation
• Experience working with Knowledge Base management
• Experience and familiarity with SAP, Celonis, Basware, Ariba and Concur a plus
• Exposure with OKTA, Workday and active directory
• Knowledgeable in project management and change management
• Effective communication skills for dealing with Finance, IT and other business partners
• Prior experience working in the field of Finance, Accounting and/or Procurement
• High energy level with the ability to work on multiple assignments at one time
• Ability to be self-managed, as required