ServiceNow Process Improvement Analyst

7 days ago

London, Greater London, United Kingdom IS3 Solutions Full time
Job Summary

The ServiceNow Business Analyst will be responsible for analyzing, designing, and implementing business processes and workflows in ServiceNow. This role will involve working closely with stakeholders across various departments to gather requirements, document processes, and ensure successful implementation and optimization of ServiceNow solutions.

Key Responsibilities:
  • Business Requirements Gathering and Analysis:

    • Collaborate with stakeholders to gather and analyze business requirements.

    • Translate business needs into technical specifications and user stories.

    • Conduct gap analysis and recommend solutions to meet business objectives.
  • Process Design and Improvement:

    • Design and document business processes and workflows in ServiceNow.

    • Identify opportunities for process improvement and automation.

    • Ensure best practices and compliance with company policies and industry standards.
  • Solution Implementation:

    • Work with the development team to ensure requirements are understood and implemented correctly.

    • Assist in configuring ServiceNow applications based on business requirements.

    • Participate in testing, including writing test cases and conducting user acceptance testing (UAT).
  • Stakeholder Management:

    • Serve as a liaison between business units, IT, and the ServiceNow development team.

    • Facilitate meetings and workshops to gather and refine requirements.

    • Communicate project status, risks, and issues to stakeholders.
  • Documentation and Training:

    • Create and maintain comprehensive documentation for processes, workflows, and solutions.

    • Develop training materials and conduct training sessions for end-users.

    • Provide ongoing support and troubleshooting for ServiceNow applications.
  • Reporting and Analytics:

    • Develop and maintain dashboards and reports to monitor performance and usage of ServiceNow applications.

    • Analyze data to provide insights and recommendations for continuous improvement.
Qualifications:
  • Education:

    • Bachelor's degree in Business Administration, Information Technology, Computer Science, or a related field.
  • Experience:

    • 3-5 years of experience as a Business Analyst, preferably with a focus on ServiceNow.

    • Proven experience in requirement gathering, process design, and solution implementation.

    • Familiarity with ITIL processes and frameworks is highly desirable.
  • Skills:

    • Strong analytical and problem-solving skills.

    • Excellent communication and interpersonal skills.

    • Proficient in the ServiceNow platform and its various modules.

    • Ability to work independently and as part of a team.

    • Knowledge of Agile methodologies and tools is a plus.
  • Certifications:

    • ServiceNow Certified System Administrator (CSA) is required.

    • ServiceNow Certified Implementation Specialist (CIS) or other relevant certifications are a plus.

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