ServiceNow Business Analyst

Core Responsibilities:

• 8+ years service now experience supporting the implementation, administration, configuration of the ServiceNow tool.
• Administration of a ServiceNow instance including the delegation of groups, workflows, business rules, UI actions, UI policies, ACLs, dictionary, catalog items and updates of all other existing solutions requiring revisions
•  ServiceNow Experience should include debugging and developing scripting in ServiceNow, tool configuration, design work, technical configuration and deployment. Specifically, candidates shall possess the skill to develop on the ServiceNow platform including the modification of the core applications such as Incident, Problem, Change, Service Catalog and ESM applications as well.
• Excellent communication skills
• Understanding of ITIL framework good to have
• Partners with the Aon Service Delivery and ITSM teams to deeply understand their requirements. Collect, review, analyze, and manage business, user, and system requirements from Aon stakeholders to create clear, concise, and correct user stories.
• Bridge the gap between business and technology ensuring common understanding and alignment of business / technology including functional (for business needs) and non-functional requirements (quality attributes, scalability, interfaces, constraints, etc.)
• Convey business requirements and design concepts with models such as gap analysis, use cases, prototypes, etc. as appropriate. 
• Create, refine, and maintain functional requirements/user stories/use cases and associated deliverables – process flows, test cases, etc. to meet development and stakeholder needs
• Enhance initial demand requests, add required collaborators, prioritize, and approve demands in collaboration with stakeholders. Work closely with the developer to assess the effort required and categorize/prioritize the demand accordingly.
• Ensure solution design for requests is aligned with platform design standards and best practices and documented accurately in the system. In case of any customization, obtain necessary approvals in the Technical Governance connect and update the Technical Debt Register
• Manage and / or execute the UAT process by performing smoke testing, test case validation, and obtaining business approvals on UAT for scheduled deployments. Establish show-back sessions for projects and large demand before go-live.
• Effective quality and time management, code review and checklist validation
• Business Analyst is ultimately responsible for the overall outcomes of the demands, including success and failure. Defects to be tracked to measure outcomes.
• Contribute in a collaborative way to the team with information-sharing and cooperation to avoid any conflicts across other demands being managed by the team. All projects and large demands must be communicated within the team as part of Daily stand-up or team meetings
• Plays governance, advisory role, as well as SPOC for the identified products & portfolios to proactively identify opportunities to enhance business value by using various features of the platform. 
• Ensure proactive reports for subscription usage, demand management effectiveness, are scheduled and sent out to the respective Product owners monthly. Documented roadmap must be shared and updated on an ongoing basis
• Presides over the Product/Portfolio Governance Demand Board. Meet with the stakeholders regularly to understand their changing business needs and drive adoption. Maintain the minutes in a central tracker (demand management, sprint planning, retrospective, roadmap, innovation opportunities, adoption, user experience, defects, etc.). Share the agenda with stakeholders in advance.
• Ensures stability and usability of the platform is maintained across production and non-production environments
• Performs proactive platform maintenance at repeated intervals 
• Leads platform upgrade planning and execution
• Resolves technical escalations, including responding to defects

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Skills and experience that will lead to success

• 8+ experience in ServiceNow support
• Experience on improving health of the platform referring to health scan of instance.
• Extensive experience working with clients and users.
• Good interpersonal skills and ability to work with diverse and remote teams.
• Certified System Administrator is mandatory
• Certification on ServiceNow modules will be preferred