Service Management Business Analyst (ServiceNow)

Service Management Business Analyst (ServiceNow)

About the Opportunity

The Service Management Business Analyst, ServiceNow is part of the Service Management and IT Operations department within the Information Technology Services division and specializes in designing service management solutions within the ServiceNow platform. This role will be reporting to the Director, IT Service Management and Operations and is responsible for consulting with university-wide departments to identify and clarify business needs, and then designing services and processes that optimize the customer experience.

This position is eligible for remote work.

Qualifications

• Bachelor's degree in Computer Science, Analysis, Business Administration or related discipline required
  
  
• 3-5 years relevant work experience
  
  
• Experience with service management practices and ServiceNow
  
  
• Demonstrated ability to craft meaningful user stories, requirements documentation, functional specifications, test cases, and end user documentation.
  
  
• Excellent facilitation skills with the ability to drive toward common solutions among various functional groups, across the entire organization (IT and non-IT).
  
  
• Strong interviewing, listening, and observational skills used to identify and define business and technical needs
  
  
• Proven analytical and conceptual skills used to evaluate information gathered from multiple sources, synthesizing information to develop recommendations and approach
  
  
• Demonstrated ability to define new processes based on service management and process design best practices
  
  
• IT system and business function documentation skills
  
  
• Demonstrates ability to help design and execute test plans/scripts to ensure they meet user requirements
  
  
• Excellent written and verbal communication skills, strong customer focus and demonstrated ability to work in geographically dispersed teams
  
  
• Excellent public speaking and presentation skills are a must
  
  
• Ability to manage competing priorities across project and operational assignments
  
  
• ITIL v3 Foundations or higher required
  
  
• Higher education work experience a plus
  
  Key Responsibilities:
  
  
• Requirements Definition and Documentation and Process Design, including the Design of Services
  
  
• Testing and Defect Remediation Activities
  
  
• Developing Business Cases/Recommendations and Presentations
  
  Position Type
  
  Information Technology
  
  Additional Information
  
  Northeastern University is an equal opportunity employer, seeking to recruit and support a broadly diverse community of faculty and staff. Northeastern values and celebrates diversity in all its forms and strives to foster an inclusive culture built on respect that affirms inter-group relations and builds cohesion.
  
  All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, religion, color, national origin, age, sex, sexual orientation, disability status, or any other characteristic protected by applicable law.
  
  To learn more about Northeastern University's commitment and support of diversity and inclusion, please see www.northeastern.edu/diversity.
  
  
  To apply, visit https://northeastern.wd1.myworkdayjobs.com/en-US/careers/job/Boston-MA-Main-Campus/Service-Management-Business-Analyst--ServiceNow-_R104095 jeid-443743e427444a42b830dabcdb97ff0c