ServiceNow Business Analyst

CoreSphere, LLC is a fast-growing Salesforce Crest Partner and ServiceNow Elite Partner established in 2003 to develop state-of-the-art solutions for public and private sector organizations. They are seeking a certified ServiceNow Customer Service Management Implementation Specialist to lead business process consulting activities for a US federal client, focusing on managing projects and ensuring customer satisfaction.

Responsibilities:

• Successfully manage customer expectations and ensure tasks are estimated accurately and performed on time and on-budget with high-levels of customer satisfaction and quality
• Support the delivery Engagement Manager and client Project Manager
• Coordinate activities with client team stakeholders including technical and functional Subject Matter Experts (SMEs) as well as other project team Technical Consultants (TCs) and BPCs
• Ensure appropriate collaboration, coordination, and communications within the implementation team and with client SMEs
• Apply best practices for managing work under the task order
• Manage activities and resources to a project plan utilizing the appropriate tools (e.g., ServiceNow Project Portfolio Management (PPM) suite, SharePoint, Microsoft Project and potentially other agile tools (e.g., Jira)
• Understand and manage the Critical Path for successful project delivery and support tasks
• Lead and support project objectives, build project requirements, and manage the constraints of the project including but not limited to: cost, scope, schedule, and quality
• Communicate clearly, effectively, on time, and to the correct audience
• Manage risks and issues; be proactive and communicate effectively
• Estimate the level of effort of BPC efforts for out-of-scope work
• Identify and manage to change request process
• Ensure work is performed compliant with client and contractual policies and processes
• Draft, coordinate Weekly Status Report submissions
• Support ad hoc oral and written data calls
• Attend various program meetings with the project team members as needed

Requirements:

• Successfully performed CSM BPC O&M and/or implementation work with other clients of similar size, scope and complexity
• Bachelor's degree in business management, project management, financial management, computer science, or related field
• At least 3 years of experience as a Business Analyst, including experience as a ServiceNow BA
• Hands-on experience working in ServiceNow in at least one module: o HRSD, ITSM, WSD, or GRC
• Successful and proven track record implementing ServiceNow CSM applications and other ServiceNow applications
• Minimum three (3) years of experience leading and performing BPC work primarily with CSM
• 3+ years of experience in software QA testing, including Unit testing, Integration testing, Regression testing, and UAT facilitation
• Deep understanding of both waterfall and agile System Development Life Cycle (SDLC) project management methodologies, techniques, and tools
• Working knowledge and experience with CSM processes
• Comfortable working in a fast-paced technology environment working for clients
• Experience creating and maintaining Test scripts, Test data, Defect logs and reproduction steps and UAT results documentation
• Experience eliciting, analyzing, documenting business/functional requirements
• Facilitating discovery workshops, stakeholder interviews, backlog grooming
• Ability to write user stories, acceptance criteria, process maps, wireframes
• Ability to translate business requirements into ServiceNow configuration
• Knowledge of ServiceNow UI and common workflows
• Experience in both Waterfall and Agile/Scrum environments
• Experience developing training materials and conducting training
• Experience creating or updating user guides, release notes, and 508-compliant documents
• Ability to interpret user stories and acceptance criteria into test plans
• Strong documentation skills, especially in plain-language writing for release notes
• Ability to redact PII in screenshots per OCC requirement
• Experience supporting remote UAT sessions and demos
• Proven successful experience and certifications implementing CSM as a BPC
• Dedicated to customer success and value-based delivery of solutions
• Strong written and oral communication skills including presentation skills
• Strong problem solving and troubleshooting skills
• Proven success in contributing to a team-oriented environment
• Proven ability to work creatively and analytically in a problem-solving environment
• This position requires a US Citizenship. You must be a US Citizen and have a Public Trust clearance and/or have the ability to obtain one
• Master's degree in business management, project management, financial management, computer science, or related field
• Other ServiceNow implementation or developer accreditations and/or certifications
• Experience managing the operations and maintenance (O&M) of the proposed solution
• Scrum Master Certified
• ServiceNow Certified System Administrator (CSA) preferred
• Experience testing ServiceNow applications strongly preferred
• Project Management Professional (PMP) Certified
• ITIL V3 Foundation Certified