Role: Technical ServiceNow BA

Location: Trenton, NJ

Interview: Both Phone and In person

Required/ Desired Skills

• Overall technical business analyst experience
• Workflow Configuration using ServiceNow
• Experience in automating workflows in a Service Management
• application
• Knowledge of Service NOW to automate workflow management
• Experience with Service Management (Service NOW preferred or similar IT Service Management tools)
• Strong technical problem-solving skills experience
• ITIL/Service Management
• Experience communicating complex concepts to technical
• and non-technical stakeholders
• Process improvement experience
• Ability to identify value-added steps and eliminate non-value-added steps in workflows
• Experience identifying and establishing KPIs and reports

Need: The resource is required to:

• Meet with various parties involved in each process to document current activities.
• Assess and determine if these activities can be streamlined.
• Gain consensus on the streamlined approach and build these processes into ServiceNow. Identify reports, SLAs, and KPIs to measure performance and timeliness.
• Possess an understanding of available business rules, triggers, criteria, and actions to construct these workflows' automation effectively.

Knowledge and Years of Experience

• ITIL/Service Management – 2 years
• ServiceNOW, FootPrints, or other ITSM tools experience – 2 years
• Knowledge of the available types of rules and the triggers, criteria, and actions that are used to construct automation of the standard, repetitive actions that occur in a business environment – 2 years
•  

REQUIRED SKILLS and Years of Experience

• Overall technical business analyst experience – 7 years
• Experience with Service Management (ServiceNOW preferred or similar IT Service Management tools) – 2 years
• Experience in automating workflows in a Service Management application – 2 years
• Strong technical problem-solving skills experience – 2 years
• Experience communicating complex concepts to technical and non-technical stakeholders – 2 years

DESIRED SKILLS

• Knowledge of ServiceNOW to automate workflow management – 1 year
• Process improvement experience – 1 year
• Ability to identify value-added steps and eliminate non-value-added steps in workflows – 1 year
• Experience identifying and establishing KPIs and reports – 1 year
• EDUCATION - Bachelor’s Degree or equivalent certification