Overview:
We are seeking a skilled ServiceNow Business Analyst to join a dynamic team. The ideal candidate will have hands-on experience with ServiceNow implementations and platform updates, a deep understanding of ServiceNow modules and functionalities, and strong knowledge of ITIL V3/V4 frameworks. This role focuses on analysing business processes, configuring the ServiceNow platform, and collaborating with key stakeholders to optimize IT workflows and support strategic initiatives.
Key Responsibilities:
Analyse and understand business needs within both technical and business contexts; create detailed functional and technical specifications with comprehensive documentation.
Lead end-user training sessions and provide ongoing support throughout implementation and post-implementation phases.
Communicate regularly with stakeholders regarding request statuses, time lines, and project updates. Collaborate with project teams to design process solutions, develop schedules, reports, and documentation.
Take full ownership of assigned tasks, ensuring alignment with functional standards. Conduct business process analysis and document functional requirements to drive operational improvements.
Manage platform upgrades, including thorough testing, and train IT Service Delivery team members to act as backups.
Implement continuous improvement cycles to optimise processes and maintain ServiceNow release schedules.
Maintain detailed issue logs and develop use cases, process diagrams, and requirements documentation. Conduct gap analyses and recommend process improvements.
Apply ServiceNow best practices in development, security, and performance tuning. Provide troubleshooting support for ServiceNow-related issues.
Facilitate knowledge sharing within the team through presentations and coaching.
Engage in ongoing training and certifications to enhance platform expertise and stay current with ServiceNow advancements.
Key Requirements:
Minimum 2 years experience as a Business Analyst supporting the ServiceNow platform.
Strong understanding of ServiceNow capabilities, including experience with ITOM, ITBM, HR, or CSM modules.
Extensive knowledge of IT Service Management (ITSM) processes such as Incident, Problem, Change, Configuration, and Request Management.
Exceptional analytical and problem-solving skills.
Familiarity with Agile/Scrum methodologies; experience with Lean or Six Sigma is a plus.
Excellent communication and interpersonal skills for effective stakeholder collaboration.
Proficiency in data analysis and requirements gathering; knowledge of JavaScript and AngularJS is advantageous.
Degree in Computer Science, Software Engineering, Information Systems, or related discipline preferred.
ServiceNow Certified System Administrator (CSA) certification required.
Strong understanding of ITIL principles and practices (ITIL V4 High Velocity, Create, Deliver & Support, or ITIL V3 Service Transition/Service Operation).
The Next Step for you:
Should this position be of interest to you, please forward your CV to Cian Parnell at GCS Recruitment specialists at [email protected] or call on 01901 4401.
GCS is acting as an Employment Agency in relation to this vacancy.

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