Job Description
Pacific Life is investing in bright, agile and diverse talent to contribute to our mission of innovating our business and creating a superior customer experience. We’re actively seeking a talented Sr ServiceNow Business Analyst to join our team in Newport Beach, CA. This fulltime role can be on-site, hybrid or fully remote for the right candidate (depending on location).
As a Sr ServiceNow Business Analyst you’ll play a key role in Pacific Life’s growth and long-term success by helping us build a best-in-class digital experience and services for our end users on the ServiceNow platform.
How You’ll Help Move Us Forward
- Collaborate with business stakeholders to understand their needs, translate them into functional requirements, and document them clearly for ServiceNow. Including, but not limited to Incident Management, Change Management, Problem Management, Release Management, Knowledge, Virtual Agent, Chat, and integrations with other applications to meet the business requirements.
- Communicate and document technical elements for the product and subsequent future enhancements or other product roadmap implementations.
- Perform user acceptance testing for all enhancement releases; this includes engaging with requesters and developers to deliver with quality.
- Accountable for keeping current on new releases and enhancements. Ensuring the technical aspects of future releases or upgrade implementations are in line with security, best practices, and meet the expectations of our business.
- Participate with stakeholders and developers to support the sustainment of the product along with managing releases and regular business requests utilizing Agile Methodology.
- Help manage the communication of the priorities to stakeholders in a proactive manner.
- Gather critical information from meetings with various stakeholders and act as a bridge for the development team.
The Experience You Bring
- Assist in production support for the platform.
- Provide training and support to end users, ensuring they can effectively utilize ServiceNow tools and applications.
- Analyze existing business processes and workflows and identify opportunities for optimization and automation using ServiceNow.
- Work closely with technical teams to design and configure ServiceNow applications, modules, and workflows to meet business requirements.
- Analyze data within ServiceNow to provide insights, identify trends, and recommend improvements in IT service delivery.
- Facilitate communication between business stakeholders, IT teams, and external vendors to ensure alignment and successful project delivery.
- Stay up to date with ServiceNow best practices, new features, and industry trends, and apply them to enhance existing solutions.
What Makes You Stand Out
- Bachelor’s Degree in Information Systems, Computer Science, Engineering or related field.
- 7+ years of experience in similar work in large enterprise environment.
- In-depth knowledge of Nexthink technology; minimum 1-2 years of Nexthink implementation experience.
- Ability to implement and maintain all aspects of Nexthink technology within Pacific Life’s environment (including but not limited to ServiceNow integration components, investigations, metrics, dashboards, data presentations for upper-level management, and user access management).
- Strong Experience with Power and AI tools such as Swish.AI.
- Ability to analyze data, recognize trends, and react accordingly.
- Strong knowledge and experience with developing ServiceNow reporting and analytics.
- Firm knowledge of Microsoft Active Directory.
- Capability to read and write technical documentation.
- High motivation for self-development and staying abreast with current technology trends.
- Ability to work independently with little oversight.
- Ability to support multiple business needs at once and work amongst cross-functional teams.
You can be who you are. People come first here. We’re committed to a diverse, equitable and inclusive workforce. Learn more about how we create a welcoming work environment through Diversity, Equity, and Inclusion at What’s life like at Pacific Life? Visit Instagram.com/lifeatpacificlife.
Benefits
Your wellbeing is important. We’re committed to providing flexible benefits that you can tailor to meet your needs. Whether you are focusing on your physical, financial, emotional, or social wellbeing, we’ve got you covered.
- Prioritization of your health and well-being including Medical, Dental, Vision, and a Wellbeing Reimbursement Account that can be used on yourself or your eligible dependents.
- Generous paid time off options including Paid Time Off, Holiday Schedules, and Financial Planning Time Off.
- Paid Parental Leave as well as an Adoption Assistance Program.
- Competitive 401k savings plan with company match and an additional contribution regardless of participation.
Base Pay Range
The base pay range noted represents the company’s good faith minimum and maximum range for this role at the time of posting. The actual compensation offered to a candidate will be dependent upon several factors, including but not limited to experience, qualifications and geographic location. Also, most employees are eligible for additional incentive pay.
$108,000.00 - $132,000.00
EEO Statement
Pacific Life Insurance Company is an Equal Opportunity /Affirmative Action Employer, M/F/D/V. If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact a Human Resources Representative at Pacific Life Insurance Company.
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