Support Austin Energy's ServiceNow implementation and optimization: elicit and document business and technical requirements, model processes, evaluate solutions, perform ROI analyses, coordinate QA/testing, provide post-implementation support and training, and communicate with stakeholders to maximize platform utilization across ITOM, ITSM, Employee Center, SPM, and integrations.
The ServiceNow Business Analyst will support Austin Energy on the ServiceNow Implementation and Platform Optimization initiative. This role provides advanced business analysis and quality assurance support for Austin Energy's ServiceNow implementation, including its integrations and dependencies across modules such as ITOM, ITSM, Employee Center, SPM, and MID Server. The analyst will apply BA and QA expertise to support the evolving needs of the ServiceNow user base, optimize platform ROI and utilization, and identify opportunities to more fully leverage the ServiceNow platform and its services.
Responsibilities
- Work with decision makers, system owners, and end users to define business, financial, and operational requirements and system goals.
- Lead requirements gathering sessions to elicit requirements, specifications, business processes, and recommendations related to potential IT solutions.
- Create models, use cases, process flows, specifications, diagrams, and charts to provide direction to developers, designers, and vendors supporting software development.
- Evaluate compatibility and interoperability of commercial off-the-shelf or in-house technology solutions against defined business needs.
- Review and analyze the effectiveness and efficiency of existing systems and services, and develop objectives to improve or further leverage their ROI, operability, effectiveness, and end-user intuitiveness.
- Perform cost-benefit and ROI analyses to support IT business decisions.
- Produce reports, recommendations, and alternatives that address existing and potential trouble areas in IT applications, particularly those that intersect with the Service Management portfolio.
- Coordinate and perform software quality assurance and testing to support pre-implementation readiness of software development changes, enhancements, releases, and upgrades.
- Provide post-implementation support of software development, core software functionality, reported incidents, and end-user requests for software and functional training.
- Serve as a representative of ServiceNow solution leadership by communicating ideas, perspectives, and data to foster shared understanding and common goals across stakeholders.
Requirements
Minimum Qualifications
- 8 years of deep expertise in the concepts and principles of Business Analysis in support of the software development lifecycle (SDLC) using Waterfall or Agile methodologies, with the ability to collaborate independently between operational customers and software developers and a deep understanding of ITIL service management best practices and testing and quality methods.
- 8 years of strong proficiency in data integration principles, methods, and design associated with software solution design, data integrity, and analytic utilization.
- 8 years of experienced competency importing and exporting data for use in reporting and presentation software, spreadsheets, graphs, and flow charts to meet customer needs.
- 8 years of experience leading requirements development sessions with customers and developers, process modeling, and developing fully-detailed documentation for all end-using groups and organizational continuity.
- 8 years of demonstrated mastery in accurately identifying and determining customer needs without expansive customization of as-designed or out-of-the-box functionality, with a strong record of managing customer expectations within the scope of application capability.
- 8 years of expert-level proficiency with the ServiceNow application, including extensive solution experience defining, analyzing, and identifying solutions for difficult or complex problems.
- 8 years of proven experience in receiving and sharing thoughts, ideas, perspectives, and data to create shared understanding and common goals as a representative of ServiceNow solution leadership.
- 8 years of experienced competence in selecting and applying training and instructional methods and procedures appropriate to the situation when teaching or demonstrating new concepts.
Preferred Qualifications
- 5 years of proven expertise planning, executing, documenting, and communicating technologies, roadmaps, processes, and procedures in support of the ServiceNow Maturity Model and demonstrating compliance therewith.
- 5 years of strong technical expertise collaborating with stakeholders and vendors on SaaS model platforms to ensure enterprise-wide lifecycle management, patch and vulnerability management, and implementation of upgrades, enhancements, and patches.
- 4 years of high proficiency with on-premises and cloud-hosted enterprise technology stacks.
- 3 years of experience with SCRUM/Agile SDLC methodology; ITIL certification preferred.
- 3 years of seasoned experience administering, supporting, and troubleshooting the ServiceNow platform and its integrations using OOB ServiceNow service graph connectors, custom APIs, and other integrating technologies.
- 2 years of demonstrated command of ServiceNow scripting with proven ability to understand and execute scripting for specific outcomes.
- 2 years of proven capability developing scripts to solve business problems and enhance application workflow, writing SQL queries for database and record analysis, testing, and debugging, using tools including JavaScript, ServiceNow APIs (server and client), SQL, Glide APIs, JSON, HTML, and XML.
Additional Requirements
- Must currently live within 50 miles of the Austin, Texas work location.
- Criminal background check and drug screen in accordance with federal and state law.
- Offers of employment are contingent upon a successful background check.
- Contract duration: 4 months.
Work Location and Schedule
Location: Austin, TX
Schedule: Full-time
Work Arrangement: On-site
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