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ServiceNow Business Analyst (Infrastructure Background)

Location: Fully Remote

Experience Level: 10+ years

Job Overview:

We are seeking an experienced ServiceNow Business Analyst with a strong background in IT infrastructure to join our dynamic team. The ideal candidate will have over 10 years of experience in business analysis, focusing on ServiceNow platform implementations, particularly in IT Service Management (ITSM), IT Operations Management (ITOM), and IT Asset Management (ITAM). The role requires a deep understanding of infrastructure environments, including networks, servers, storage, and cloud services, to effectively analyze, design, and implement solutions on the ServiceNow platform.

Key Responsibilities:

Requirements Gathering and Analysis:

• Collaborate with stakeholders to identify and document business requirements for ServiceNow implementations, enhancements, and integrations.
• Analyze current infrastructure processes and workflows to identify areas for improvement and automation within the ServiceNow platform.
• Facilitate workshops and meetings to gather technical and functional requirements.

Solution Design:

• Translate business requirements into functional and technical specifications for ServiceNow solutions, with a focus on ITSM, ITOM, and ITAM modules.
• Collaborate with technical teams to design and configure ServiceNow solutions that align with infrastructure needs.
• Ensure that solutions are scalable, maintainable, and aligned with best practices.

Process Improvement and Automation:

• Work closely with infrastructure teams to identify opportunities for process automation and optimization using ServiceNow workflows.
• Develop and refine IT infrastructure service catalogs and improve service delivery using ServiceNow capabilities.

Stakeholder Management:

• Act as a liaison between business, IT, and technical teams to ensure smooth communication and successful project delivery.
• Provide clear, concise documentation of processes, requirements, and solution designs.

Testing and Validation:

• Develop test cases and assist with user acceptance testing (UAT) to ensure that ServiceNow solutions meet business requirements.
• Validate that solutions are functioning as expected and make necessary adjustments as required.

Change Management and Training:

• Assist in change management efforts by providing training, documentation, and support to end-users and stakeholders.
• Ensure successful adoption of new processes and solutions within the organization.

Ongoing Support and Optimization:

• Provide post-implementation support and continuous improvement recommendations for the ServiceNow platform, ensuring that it meets evolving business and infrastructure needs.
• Monitor the performance of implemented solutions and identify areas for future enhancements.

Required Skills and Experience:

• Experience: Minimum 10 years of experience as a Business Analyst, with at least 5 years focusing on ServiceNow implementations.
• Infrastructure Knowledge: Strong background in IT infrastructure, including networks, servers, storage, virtualization, and cloud services.
• ServiceNow Expertise: Deep knowledge of ServiceNow ITSM, ITOM, ITAM modules, with proven experience in configuring, customizing, and managing the platform.
• Process Improvement: Experience with process mapping, workflow automation, and service catalog development in an infrastructure context.
• Analytical Skills: Ability to analyze complex infrastructure environments and translate business requirements into effective ServiceNow solutions.
• Communication Skills: Excellent written and verbal communication skills, with the ability to interact effectively with both technical and non-technical stakeholders.
• Project Management: Strong organizational skills with the ability to manage multiple projects and priorities in a fast-paced environment.
• Certifications: ServiceNow certifications (such as Certified System Administrator or Certified Implementation Specialist) are preferred.

Education:

• Bachelors degree in Information Technology, Computer Science, or a related field.

Preferred Skills:

• Familiarity with ITIL frameworks and best practices.
• Experience with ServiceNow integrations with third-party tools and infrastructure management systems.
• Knowledge of cloud infrastructure services (AWS, Azure, etc.) and hybrid environments.