Business Analyst
United States of America
Contract
3 weeks ago
Visa Sponsor
Key skills
ServiceNowAgileSDLCStakeholder ManagementCommunication
About this role
Randstad Digital Americas is seeking a high-caliber Business Analyst to act as the primary link between customer needs and technical execution within the ServiceNow ecosystem. The role involves leading strategic discovery sessions, performing gap analysis, and managing the full lifecycle of requests within the Agile SDLC, ensuring successful implementation of solutions.
Responsibilities:
- Lead strategic discovery sessions and workshops to elicit the "why" behind customer requests
- Perform gap analysis by comparing "as-is" customer processes against "to-be" ServiceNow out-of-the-box (OOTB) functionality
- Create high-quality documentation, including process maps, data flow diagrams, and user stories with clear acceptance criteria
- Manage the full lifecycle of requests within the Agile SDLC, including backlog grooming and facilitating UAT workshops
- Propose solutions using native ServiceNow capabilities such as Flow Designer, UI Policies, and Business Rules
- Oversee system upgrades, facilitate system clones, and maintain data health through periodic CMDB audits
- Act as the gatekeeper for the product backlog to ensure all requirements are technically sound and scalable
- Communicate technical constraints effectively to non-technical users to manage expectations and project scope
Requirements:
- Bachelor's degree in Information Technology, Mass Communication, or a relevant field
- Certified ServiceNow System Administrator (CSA) and Certified Implementation Specialist (CIS) in SPM or other relevant modules
- Proven expertise in requirements elicitation and a strong understanding of technical logic
- Extensive experience in ITSM and SPM processes, including Incident, Change, Problem, and Strategic Portfolio Management
- Strong functional grasp of the ServiceNow tool with the ability to distinguish between native features and required customizations
- Proficiency in Agile SDLC methodology and managing stories through the sprint lifecycle
- Exceptional communication and stakeholder management skills