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ServiceNow Business Analyst
CoreSphere, LLCServiceNow Business Analyst at CoreSphere, leading CSM implementations for US federal clients. Collaborating with stakeholders and ensuring high-quality delivery in a fast-paced environment.
Tech Stack
Tools & technologiesITSMSDLCServiceNow
About the role
Key responsibilities & impact- Successfully manage customer expectations and ensure tasks are estimated accurately and performed on time and on-budget with high-levels of customer satisfaction and quality
- Support the delivery Engagement Manager and client Project Manager
- Coordinate activities with client team stakeholders including technical and functional Subject Matter Experts (SMEs) as well as other project team Technical Consultants (TCs) and BPCs
- Ensure appropriate collaboration, coordination, and communications within the implementation team and with client SMEs
- Apply best practices for managing work under the task order
- Manage activities and resources to a project plan utilizing the appropriate tools (e.g., ServiceNow Project Portfolio Management (PPM) suite, SharePoint, Microsoft Project and potentially other agile tools (e.g., Jira)
- Understand and manage the Critical Path for successful project delivery and support tasks
- Lead and support project objectives, build project requirements, and manage the constraints of the project including but not limited to: cost, scope, schedule, and quality
- Communicate clearly, effectively, on time, and to the correct audience
- Manage risks and issues; be proactive and communicate effectively
- Estimate the level of effort of BPC efforts for out-of-scope work
- Identify and manage to change request process
- Ensure work is performed compliant with client and contractual policies and processes
- Draft, coordinate Weekly Status Report submissions
- Support ad hoc oral and written data calls
- Attend various program meetings with the project team members as needed
Requirements
What you’ll need- Successfully performed CSM BPC O&M and/or implementation work with other clients of similar size, scope and complexity
- Bachelor's degree in business management, project management, financial management, computer science, or related field
- At least 3 years of experience as a Business Analyst, including experience as a ServiceNow BA
- Hands-on experience working in ServiceNow in at least one module: o HRSD, ITSM, WSD, or GRC
- Successful and proven track record implementing ServiceNow CSM applications and other ServiceNow applications
- Minimum three (3) years of experience leading and performing BPC work primarily with CSM
- 3+ years of experience in software QA testing, including Unit testing, Integration testing, Regression testing, and UAT facilitation
- Deep understanding of both waterfall and agile System Development Life Cycle (SDLC) project management methodologies, techniques, and tools
- Working knowledge and experience with CSM processes
- Comfortable working in a fast-paced technology environment working for clients
- Experience creating and maintaining Test scripts, Test data, Defect logs and reproduction steps and UAT results documentation
- Experience eliciting, analyzing, documenting business/functional requirements. Facilitating discovery workshops, stakeholder interviews, backlog grooming.
- Ability to write user stories, acceptance criteria, process maps, wireframes.
- Ability to translate business requirements into ServiceNow configuration.
- Knowledge of ServiceNow UI and common workflows.
- Experience in both Waterfall and Agile/Scrum environments.
- Experience developing training materials and conducting training.
- Experience creating or updating user guides, release notes, and 508-compliant documents.
- Ability to interpret user stories and acceptance criteria into test plans.
- Strong documentation skills, especially in plain-language writing for release notes.
- Ability to redact PII in screenshots per OCC requirement.
- Experience supporting remote UAT sessions and demos.
Benefits
Comp & perks- Competitive Pay
- Paid Time Off
- Sick Leave
- Public Holidays
- STD/LTD
- Health and Dental
- 401(k)
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
ServiceNowBusiness AnalysisSoftware QA TestingUnit TestingIntegration TestingRegression TestingUser Acceptance Testing (UAT)Project ManagementWaterfall SDLCAgile SDLC
Soft Skills
CommunicationCollaborationRisk ManagementProactive Problem SolvingStakeholder EngagementDocumentationFacilitationTime ManagementCustomer SatisfactionAdaptability
Certifications
Bachelor's Degree in Business ManagementBachelor's Degree in Project ManagementBachelor's Degree in Financial ManagementBachelor's Degree in Computer Science