ServiceNow - Developer

Job Description

Position Overview

The ServiceNow Business Analyst will play a critical role in bridging the gap between business needs and technical solutions within our ServiceNow platform. This role involves gathering requirements, analyzing processes, designing solutions, and ensuring the effective implementation and optimization of ServiceNow modules. The ideal candidate will have strong analytical skills, a deep understanding of ServiceNow functionalities, and excellent communication abilities to collaborate with stakeholders across the organization.  The ServiceNow Business Analyst will work primarily with Omnicom's corporate real estate team and the Omnicom ServiceNow team as well as other departments.   This role requires a proactive, driven and dedicated individual who can work independently and as part of a team.

Key Responsibilities:

Requirements Gathering and Analysis: 

• Conduct workshops and interviews with stakeholders to gather and document business requirements.
• Analyze existing processes and workflows to identify areas for improvement and optimization.
• Translate business requirements into clear and concise functional and non-functional specifications.   
• Create user stories, use cases, and process flow diagrams to effectively communicate requirements.

ServiceNow Solution Design and Implementation: 

• Collaborate with ServiceNow developers and administrators to design and implement solutions that meet business needs.
• Configure and customize ServiceNow modules, primary the scoped integrated workplace management application Nuvolo* as well as ITSM, ITOM, ITAM, and others, as required.
• Participate in testing and validation of ServiceNow solutions to ensure quality and functionality.
• Develop and maintain comprehensive documentation, including process guides, user manuals, and technical specifications.

Project Management and Collaboration: 

• Assist in project planning, execution, and monitoring to ensure timely delivery of ServiceNow projects.
• Work closely with cross-functional teams, including IT, operations, and business units, to ensure alignment and collaboration.
• Provide regular updates and reports to stakeholders on project progress and status.
• Manage and prioritize multiple tasks and projects effectively.

ServiceNow Optimization and Support: 

• Identify and recommend opportunities for process improvement and ServiceNow optimization.
• Provide ongoing support and troubleshooting for ServiceNow users.
• Stay up-to-date with the latest ServiceNow releases and features.
• Assist in the development and delivery of training materials and user training sessions.

Qualifications & Skills

Education: 

• Bachelor's degree in information technology, Business Administration, or a related field.

Experience: 

• Minimum of four years of experience as a Business Analyst, preferably with a focus on ServiceNow.
• Proven experience in gathering and documenting business requirements, creating user stories, and developing process flow diagrams.
• Hands-on experience with ServiceNow.
• Experience with ServiceNow configuration and customization preferred.
• Experience with Agile or waterfall project management methodologies.

Technical Skills: 

• Strong understanding of ServiceNow platform architecture and functionalities.
• Proficiency in using ServiceNow tools and applications.
• Familiarity with scripting languages (e.g., JavaScript) and web technologies (e.g., HTML, CSS) is a plus.
• Familiarity with Database concepts is a plus.

Soft Skills: 

• Superior communication and interpersonal skills.
• Excellent analytical and problem-solving skills.
• Ability to work effectively both independently and in a team environment.   
• Strong organizational and time management skills.   
• Ability to communicate complex technical concepts to non-technical stakeholders.
• Strong documentation skills.

Certifications (Preferred): 

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Implementation Specialist (CIS)
• Business Analysis Certifications (e.g., CBAP, CCBA)

Job Classification

Contact Details: