Business Analyst - IT Service Management (ITSM)

Requirements

• Education (i.e. degree required)
• Experience and/or Training excellent analytical and problem-solving skills; excellent communication and collaboration skills, strong understanding of ITIL v4 and IT service management processes and workflows.
• Licenses/Certificates ServiceNow Certified Administrator
• Technology/Equipment (if applicable, the proficiencies required to perform the job)
• OUR CULTURAL BELIEFS:
• Patient Minded I act with the patient's best interest in mind.
• Client Delight I own every client experience and its impact on results.
• Take Action I am empowered and empower others to act now.
• Grow Talent I own my development and invest in the development of others.
• Win Together I passionately connect with anyone, anywhere, anytime to achieve results.
• Communication Matters I speak up to create transparent, thoughtful and timely dialogue.
• Embrace Diversity I create an environment of awareness and respect.
• Always Innovate I am bold and creative in everything I do.
• Our team is aware of recent fraudulent job offers in the market, misrepresenting EVERSANA. Recruitment fraud is a sophisticated scam commonly perpetrated through online services using fake websites, unso

Benefits

Additional Information

This position will be responsible for the analysis of business requirements and process workflows related to the IT service management practices across all IT functions at EVERSANA. Drive process optimization for existing processes and new process development. Play a key role in optimizing and standardizing workflows for IT service management functions. Gather detailed and accurate requirements for system design. The position includes: review, analyze, and evaluate business process and user needs against system structure. Conduct effective requirement gathering sessions with various stakeholders such as technical, business, and manager roles. Document requirements, define scope and objectives and formulate systems to parallel overall business strategies. Prepare URS, FS, System Change documents, workflow diagrams, functional requirements and technical requirements documents. Perform UAT and testing of new functionality. Deliver demonstrations and training to end-users. Proficiency in IT Service Management practices including incident, request, change, problem, asset, knowledge and release management is critical. The position requires working across geographies and time zones. ESSENTIAL DUTIES AND RESPONSIBILITIES Our employees are tasked with delivering excellent business results through the efforts of their teams. These results are achieved by: Conducting kick off workshops, documenting fit-gap analysis Prioritizing requirements and create conceptual prototypes and mock-ups Gathering requirements through conversations, meetings, workshops, chats, or other channels Performing requirements analysis Translating business process workflows and stakeholder needs into clear functional requirements, user stories, and detailed acceptance criteria for ServiceNow solutions Partnering with ServiceNow developers and administrators to convert approved business requirements into technical build specifications, workflow logic, form designs, notifications, integrations, and reporting requirements Defining end-to-end process requirements, decision points, data elements, and system behaviors to support scalable and standardized ServiceNow platform configurations Reviewing proposed ServiceNow designs and configurations to ensure technical solutions align with business intent, process objectives, and platform best practices Performing data analysis and consolidation of the data using Excel Documenting and communicating the results of your efforts Coordinating meeting participants, UAT testers, and technical team members for effective requirements gathering Optimizing and evaluating process flows and documented workflows Ensuring solutions meet business needs and requirements and adhere to ITSM standards and best practices Performing user acceptance testing Demonstrating a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias. All other duties as assigned MINIMUM KNOWLEDGE, SKILLS AND ABILITIES The requirements listed below are representative of the experience, education, knowledge, skill and/or abilities required. Education College degree Experience and/or Training 5+ years of experience in IT Operations or IT Service Management disciplines, 5+ years' experience on the ServiceNow platform; data analysis skills and training; process optimization experience and training; Licenses/Certificates certification in ITIL v4; certification for ServiceNow platform (any will be considered) Technology/Equipment ServiceNow experience Competency in Microsoft applications including Work, Excel, PowerPoint, Outlook and Teams. Detail oriented, analytical and inquisitive Extremely organized with strong time-management skills Strong written and verbal communication skills

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