ServiceNow Business Systems Analyst

Western Governors University is committed to expanding access to higher education through online, competency-based degree programs. The ServiceNow Business Systems Analyst will develop a robust understanding of business processes and system architectures, troubleshoot system issues, and recommend business process changes to enhance efficiency and student experiences.

Responsibilities:

• Develops a robust understanding and application of current and historical business processes, system architectures, interfaces and data access methods to ensure the most favorable experience for students and employees
• Diagnoses and troubleshoots system interface and data integration issues for current processes and programs, leveraging strong coding skills and expertise in architecture design
• Diagnoses and recommends business process changes to increase efficiency and create cost-saving outcomes
• Ensures changes to business processes are implemented correctly and align with strategic direction
• Conducts research into applicable systems and possible alternatives to provide more informed recommendations to business or IT related changes
• Represents system architecture with leadership, employees, and external stakeholders on behalf of department users
• Plans and presents proposals for system upgrades and new system architectures that support and deliver desired outcomes
• Develops, tests, and implements software systems using strong coding skills and system architecture design
• Emerging subject matter expert in database management, system architecture, Excel, higher education systems and customer relationship management (CRM) system
• Integrates third-party products with existing infrastructure and optimizes performance for high utilization environments
• Develops training and informational documentation for users internal and external to department, gathering and receiving approval for information from stakeholders across the university
• Performs quality control audits for data integrity, system process administration and provides solutions to enhance user navigation of programs and processes
• Builds and maintains strong relationships with multiple and diverse team members such as technology, project management and other internal and external stakeholders
• Gathers project requirements from stakeholders across multiple departments
• Leads configuration-based changes that ensure business processes and procedures are upheld
• Manages multiple projects concurrently, applying appropriate project management techniques such as Agile and waterfall as needed
• Creates and maintains comprehensive project and technical documentation, ensuring all stakeholders have clear visibility and access
• Oversees the system interface between key department programs and software
• Collects and analyzes feedback from users to enhance staff and student experiences, leading to improved satisfaction scores
• Updates and documents technical procedures and processes
• Writes, reviews, and executes unit tests to ensure high-quality code delivery
• Engages in performance tuning and optimization of systems for enhanced reliability and efficiency
• Performs other job-related duties as assigned

Requirements:

• Solid understanding of when to apply configuration and when to apply custom code
• Write clean, scalable, and efficient code following best practices and coding standards
• Up to date knowledge of latest releases in customer relationship management (CRM) system, such as Salesforce, Excel, ServiceNow and/or other database management programs and processes
• A deep knowledge and understanding of system administration and architecture
• Ability to vet, select, and implement new CRM systems or other data related technology solutions
• A knowledge and understanding of workflow automation platforms
• Technologically competent with data analysis, database navigation, data interpretation and MS Office suite programs
• Proficiency in coding languages and software development practices
• Strong understanding of unit testing and performance tuning techniques
• Strong analytical skills
• Excellent leadership and project management skills
• Self-starter with a strong ability to use initiative and work autonomously under tight deadlines
• Works well in a team environment
• Excellent verbal and writing communication
• Skilled in analyzing and interpreting data trends, with the ability to translate technical concepts for non-technical stakeholders
• Strong verbal and written communications abilities with a customer focus
• Strong technical and problem-solving skills
• Bachelor's degree in computer science, Data Analytics, Engineering or a related field
• 2 or more years of related experience
• Master's degree in operations research, Optimization Research, Business Administration, Business Technology
• Data Analytics Certification or applicable certification
• ServiceNow or other Customer Relations Management (CRM) Certification
• ServiceNow or other Customer Relations Management (CRM) or Advanced Administrator Certification
• ITIL certifications (v4 or later)
• A+, Network+, or Security+ certification
• Experience constructing and running basic SQL queries
• Experience developing and analyzing Power BI reports