Job Description

Position:

ServiceNow (SNOW) Business Analyst

Purpose and Scope:

Responsible for system data gathering & analyzing business requirements to be developed in SNOW. Work with Product Owner and IT team for system enhancements and improvements. Work with Program Manager and Transition Managers/Local for global system implementation. Provide day-to-day support and assistance to end-users, agents and business partners. Support the GBS organization’s goal and overall direction.

Duties and Responsibilities:

Works closely with different stakeholders for system enhancement (requirements gathering, requirements signoff, build test plan, ensure UAT signoff, ensure sprint signoff and hypercare support)Ability to apply the agile methodology for Software Development Life Cycle (SDLC)Perform in-depth system testing and analysis that are consistent with business requirementsWorks closely with Program Manager and Transition Managers/LO for global system implementationConduct SNOW trainings for different stakeholders (end-users, agents and managers)Create and update SNOW training materials, How-To guides/SOPs for end-users and agentsSupport the routine system upgrade that will ensure no major impact to operationsSupport the GBS Business Intelligence & Reporting team for any SNOW requirements and report developmentEnsures that SNOW reporting is timely and accurateAssist in developing SNOW visual dashboards to report KPIs and specific metricsEnsures that automation/RPA in SNOW are functioning correctly and efficientlyProvide analytical and technical support for any SNOW issues and concerns (solution mindset)Act as a liaison (gatekeeper) between IT, Operations team and other business partnersEnsure system stability by escalating defects and bugs to PO and IT teamWorks closely with Product Owner, IT and Operations for system improvementsRecommend system improvements that are compliant, sustainable and effectiveParticipate in team discussions to continuously improve the SNOW system and/or process resulting in improved efficiencyProvide guidance and mentorship to different stakeholders as applicableOther special duties as assigned

Experience & Required Skills:

5+ years of experience in SNOW supporting Finance, Accounting, Procurement and/or other financial transformationKnowledgeable with up-to-date technology such as AI, chat bot, virtual agent, RPA and automationExperience working with Knowledge Base managementExperience and familiarity with SAP, Celonis, Basware, Ariba and Concur a plusExposure with OKTA, Workday and active directoryKnowledgeable in project management and change managementEffective communication skills for dealing with Finance, IT and other business partnersPrior experience working in the field of Finance, Accounting and/or ProcurementHigh energy level with the ability to work on multiple assignments at one timeAbility to be self-managed, as required