SoHo Dragon

SoHo Dragon represents an investment bank with offices in midtown Manhattan. Our client needs to hire a Vice President, ServiceNow Business Analyst for a full time opportunity.

Job Knowledge and Functional Responsibilities:

Service Management Transformation projects

• Participates in design, test and transition Service Management and Service Integration solutions within the Now Platform
• Performs thorough data analysis, while engaged in migration projects, in order to provide requirements for developers enabling configuration and customization
• Provides ‘Early Life Support’ - delivering Service Management and Service Integration services and handing over support to the future delivery teams
• Designs and execute E2E trainings and UAT.

Service Management Implementations

• Assists in gathering core configuration requirements, translate these into design model and manage the overall implementation process in cooperation with developers,
• Captures customer’s and service providers’ requirements into stories, solution the approach and manage the overall implementation process in cooperation with developers.

Service Management Remediation projects

• Assists Delivery teams to rectify issues and improve service delivered to the customers against ServiceNow Platform.

Certifications required

• ITIL Foundation+
• Scrum certified (desirable)
• ServiceNow Certified System Administrator (must have)
• Must have the ability to:
  • Be a team player and collaborate with cross-functional teams across the organization
  • learn quickly and draw meaningful conclusions from independent research
  • manage multiple simultaneous priorities and deliverables
  • understand and analyze business and IT requirements and provide appropriate solutions  

Qualifications:

• BS degree in Information Systems, Computer Science, Computer Engineering or equivalent.
• Graduate degree in Computer Science or related field, or MBA a plus.
• At least 5 years of proven track record as a ServiceNow Business analyst (must understand business rules, client scripts, and workflows) with a deeper understanding of ServiceNow best practices and trends
• Experienced in customer service / IT Operations roles to own incidents and guide the support teams on the technical front
• Excellent communication and documentation skills
• Must be familiar with ITIL and ITSM support processes and terminology.
• Experience in IT Service Management design, transition or operations processes
• Experience in business analysis and configuration or administration of 2+ modules of Service Now Platform
• Understanding Scrum Methodology
• Expert organizational and time management skills with the ability to prioritize, self-starter able to work independently with minimum of supervision
• Interpersonal skills, to help negotiate priorities and to resolve conflicts among project stakeholders; such as clients and internal team members
• Strong analytical skills are needed to critically evaluate the information gathered from multiple sources, reconcile conflicts,
• Facilitation skills to assist in gathering requirements in workshops and provide training to clients and internal team members
• Use of industry recognized technologies in order to facilitate work environment
• Demonstrated experience in communicating across all levels of an organization, at the most senior levels