Business Analyst (ServiceNow)

Every year, nearly 200 million travelers trust our client to get them where they're going. Take your career to new heights by working for this longstanding leader in air travel that services more worldwide destinations than any other airline.

We are looking for a Business Analyst (ServiceNow SME) to join the team for a 12-month contract on a hybrid schedule in Atlanta, GA.

Contract: 12+ Months on W2, eligible for full benefits package

Required Skills & Experience

• 3 or more years of experience as a business analyst in an Agile software development environment
• 1 or more years of experience supporting ServiceNow
• 1 or more years of experience with IT Service Management / ITIL
• Demonstratable proficiency in writing user stories and acceptance criteria
• Deep product knowledge of the ServiceNow Platform
• Demonstrated ability to run ServiceNow Automated Test Framework test suites and tests and identify root cause of failures
• Effectively and professionally communicate with management, internal staff and customers as well as demonstrate sound judgment/reasoning skills
• Ability to work independently to achieve exceptional results
• Demonstrated ability to deliver quality work on time and translate planning into action
• Demonstrated ability to prioritize work on multiple efforts to ensure timely delivery

WHAT WILL GIVE YOU A COMPETITIVE EDGE (PREFERRED QUALIFICATIONS)

• ITIL v3 or v4 Certifications
• ServiceNow CSA Certification

What You Will Be Doing

• Act as ServiceNow Product SME ensuring deep knowledge of ongoing product changes delivered by the vendor and champion how the organization uses them.
• Work with Product Owner to manage the product backlog and roadmap
• Use deep ServiceNow product knowledge to lead the requirements gathering process with customers, process teams, product owner, and internal development team ensuring that ServiceNow capabilities are being leveraged as designed by the vendor.
• Elicit and create initial epics/features and elaborating into user stories that clearly describe the functional and non-functional requirements
• Deliver business requirements via artifacts such as epics, features, stories, acceptance criteria, process flows / diagrams, etc.
• Document requirements using the right level of detail for the development, quality assurance, and support team members.
• Clarify requirements and update use cases / user stories as needed throughout the software development life cycle.
• Assist in the development of project definitions, cost/benefit and risk analysis, work plans, estimates, progress reports, and presentations.
• Utilize ServiceNow Automated Test Framework to perform testing and identify root cause of failures to identify defects and ensure issues are resolved before promoting updates to production
• Coordinate User Acceptance Testing with customers
• Works with stakeholders to drive adoption
• Assess training needs for product changes and create / maintain training materials
• Monitor and triage the support queue and route items as needed
• Manage support for ServiceNow incidents, problems, and standard / support requests
• Document and maintain ServiceNow knowledge articles for support and use of the platform
• Act as release manager for regular releases, upgrades, and patches including communication of changes to stakeholders
• Review and analyze ServiceNow vendor release notes for upgrades and patches to identify the impact to current system use and ITSM processes and communicate to the ITSM Process Owners / Managers and stakeholders
• Act as ITSM process coordinator for the team for processes assigned ensuring the team adheres to process and policy
• Produce scheduled and ad hoc reports as necessary and assist customers with their reporting needs
• Practices safety conscious behaviors in all processes and procedures