What You'll Do

Eaton Corporation is currently seeking a Business Analyst & Process Owner - ServiceNow to join our Information Technology team. This role can reside in any North American Eaton facility.

The Business Analyst works closely with the Product Owner to define, refine, and decompose epics and user stories into the product backlog. They work with the product owner to prioritize epics and stories that ultimately feed into a product roadmap. Their understanding of what should be built is derived from working with stakeholders to gain an in-depth understanding of critical application requirements.

The Business Analyst is also the primary point of contact for the engineering team to gain user story clarification and direction. They act as a liaison between engineering and the business. They have a deep understanding of the acceptance criteria for user stories and have influence on how a solution should be designed to meet the requirements.

The Process Owner ensures the effectiveness and efficiency of IT Process(es) within an organization; Produces Process Documentation and Training materials; Delivers regular training and coaching; Strives for industry best practices as the basis for the Process; Gathers, understands, and implements efficiency and improvement opportunities via Benchmarking and Customer & Stakeholder Engagement; Regularly reviews Metrics and Trending to ensure health of the Process; and acts as the first point of contact for the Process area.

Making what matters work at Eaton takes the passion of every employee around the world. We create an environment where creativity, invention and discovery become reality, each and every day. It's where bold, bright professionals like you can reach your full potential—and where you can help us reach ours.

Gain a deep understanding of what the business outcome is that is looking to be accomplished. Ability to clearly articulate this vision to the IT team and gain buy in
Support the Product Owner team in decomposition of epics into features and user stories
Support the Product Owner team in prioritization of the product backlog
Support estimation of epics, features, technical enablers, and user stories
Ensure the readiness of user stories with clear definitions of ready criteria (DoR)
Support issue resolution within the product
Verify and validate user stories and solutions
Clarify user stories and business questions raised by the team
Work with key stakeholders to identify, understand, and help innovate solutions that will meet their needs
Identify and document test scenarios and test data by working closely with the Test team
Act as liaison between business stakeholders and the technical team ensuring user story completeness
Analyze data models to deliver logical conclusions
Work with business stakeholders to define the data required for product operation
Designs and communicates Process Vision, Roadmap, and Enhancements to meet customer/business needs
Communicates goals for Process increments and releases
Manages partnership with Process users, stakeholders, and customers
Owns support issue resolution on a Process level
Develops and maintains Process Test Plans, and is responsible for ensuring proper Testing of the Processes is completed
Functional expert in areas related to the Product
Evangelist for the Processes throughout the enterprise and ensures proper usage
Works closely with business stakeholders, understands their priorities, defines business outcomes and KPIs for the Processes in collaboration with key stakeholders.

Qualifications

Bachelor's degree i.e, BE/BTech/MCA
Overall work experience of 8 to 15 years
5+ years of experience in business analysis or a related field working on moderate to highly complex technology projects and programs
3+ years of experience working with ServiceNow

Skills

Being proficient in inventing processes or systems needed to implement changes
Understanding of tools used to analyze data models to deliver logical conclusions
Competence in writing reports and making presentations to highlight the effect of changes made
Understanding of testing software tools
Awareness of existing technology platforms and emerging technologies to determine potential outcomes that can be achieved through current applications and new offerings
Understanding of the ServiceNow Platform, including the modules: IT Service Management, IT Asset Management, IT Operations Management.
A deep understanding of the Process(es), including knowledge of the Process flow, inputs, outputs, and associated activities
Problem-Solving Abilities - Process Owners should be adept at identifying issues, analyzing root causes, and implementing corrective actions
Deep understanding of user, stakeholder, & customers needs
Process roadmap creation and vision articulation
Strong communication and interpersonal skills to interact with senior-level management regarding the implementation of changes
Familiarity with design thinking methodologies
Ability to influence product roadmaps
The ability to work with colleagues and stakeholders to gain an in-depth understanding of critical business requirements
Data orientation and ability to make data-based decisions
Comfortable working directly with business leaders, external customers, and engineers
Proven ability to drive change across organizational boundaries
Experience working with diverse, global cultures, organizations and teams
Passion for Process area and customer experience
Customer & stakeholder engagement and communications skills

Servicenow Business Analyst

Specialist - IT Business Analyst & Process Owner ServiceNow