ServiceNow Business Analyst

Location: Trenton, NJ(Hybrid)

Position Type: Contract

Job Description:

We are looking for a Business Analyst II to function as a Technical Business Analyst to identify and document existing paper-based workflows that can be streamlined and automated in the ServiceNow system. This is a position requiring technical knowledge and experience in configuring ServiceNow. Must have experience creating and automating workflows in ServiceNow.

What You'll Do

• Work with staff to identify and document existing paper-based workflows that can be streamlined and automated in the ServiceNow system
• The resource will also be responsible for identifying reports, SLAs, and KPIs
• Meet with various parties involved in each process to document current activities
• Assess and determine if these activities can be streamlined
• Gain consensus on the streamlined approach and build these processes into ServiceNow
• Identify reports, SLAs, and KPIs to measure performance and timeliness

What You'll Need

Required:

• 2 years of ITIL/Service Management experience
• 3 years' experience with Workflow Configuration using ServiceNow
• 3 years' experience with Service Management (ServiceNow preferred or similar IT Service Management tools)
• Strong technical problem-solving skills experience
• 2 years of ServiceNow, Footprints, or other ITSM tools experience
• Knowledge of the available types of rules and the triggers, criteria, and actions that are used to construct automation of the standard, repetitive actions that occur in a business environment
• 7 years of overall technical business analyst experience
• 2 years' Experience in automating workflows in a Service Management application
• Strong technical problem-solving skills experience
• 2 years' Experience communicating complex concepts to technical and non-technical stakeholders
• Experience communicating complex concepts to technical and non-technical stakeholders

Preferred:

• Knowledge of ServiceNow to automate workflow management
• Process improvement experience
• Ability to identify value-added steps and eliminate non-value-added steps in workflows
• Experience identifying and establishing KPIs and reports
• ITIL/Service Management
• Process improvement experience Desired 3 Years
• Bachelor’s Degree

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards
• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor