ServiceNow Business Systems Analyst

Western Governors University is committed to expanding access to higher education through innovative online programs. The Business Systems Analyst will analyze data, manage systems, and serve as a liaison between departments and technical teams to enhance student and employee 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