ServiceNow Business Analyst - Performance Analytics

Beyond20 is seeking a strong ServiceNow Business Analyst to help manage performance analytics and reporting. The role involves gathering and analyzing requirements, documenting processes, and performing user acceptance testing, with a focus on using ServiceNow tools to generate insightful reports and dashboards.

Responsibilities:

• Use ServiceNow business intelligence tools, and data visualization platforms to generate reports, dashboards, and presentations that highlight key insights and process improvement opportunities
• Apply IT Service Management (ITSM) expertise to analyze data, identify trends, and recommend enhancements for tools and processes
• Develop dashboard visualizations to surface improper ticket reassignments
• Analyze, visualize, and prepare data insights to aid in strategic decisions for a large scale Enterprise Services Desk and enterprise-wide policy decisions
• Scope, gather requirements, and develop designs in support of dashboard and Performance Analytics deliverables including build and ownership of multiple ServiceNow dashboards
• Perform functional testing and data validation of ServiceNow dashboard visualizations prior to release to client
• Provide services to create automation efforts and reduce manual work in data heavy processes
• Provide knowledge in business process and system analysis, design, improvement, and implementation efforts or in translating business process needs into technical requirements
• Use available computer systems to support performance improvements and determine the most useful business solution
• Support activity and data modeling, development of upgraded business methods, identification of best practices, and creating and assessing performance measurements
• Use data provided by cost estimators to create overall cost versus benefit assessment while considering functional benefits, technical performance, risks, and schedule concerns

Requirements:

• U.S. Citizenship is required
• Eligible to obtain and maintain Government Security Clearance
• Bachelor's Degree or additional years of professional experience
• 2+ years of experience as a business or data analyst or working in a related field
• Excellent verbal and written communication skills (including presentation development) with customers and end-users, and team members
• Excellent problem-solving and collaborative skills
• Strong leadership and team building skills
• ServiceNow System Administrator (CSA) certification
• Experience with Continual Improvement initiatives
• Understanding of ITIL best practices
• ITIL Foundations training or certification