Business Analyst - ServiceNow

Crossfuze is looking for a talented and experienced ServiceNow Business Analyst with strong client stakeholder engagement, requirements gathering, quality assurance and training skills with the ServiceNow platform. The role will work closely with our clients and project teams to achieve this outcome within our standard project delivery methodologies. As the solution design facilitator, you are responsible for leading workshops with client and other related support teams to gather requirements, act as liaison between customer and technical teams during product development, develop and facilitate the testing plans and strategy. You will follow up with any production issues reported, troubleshoot if able, capture any future enhancements, and ensure products are delivered with quality. As the project approaches completion, you will develop job aides and related training materials that will be delivered in a train-the-trainer approach to help customers unlock user adoption from their successful implementation.

• Identify and document process definition, improvement, and gap analysis of current/to-be processes during workshops with key customer sponsors and stakeholders
• Provide guidance to the client and to ServiceNow technical resources in the implementation of the to/be processes
• Lead clients in their efforts to take advantage of the ServiceNow functional capabilities and in their efforts to improve their business processes
• Completing, developing and improving required documentation such as process flow diagrams, roles/responsibilities, workshop agendas, presentations, and gap analysis reports
• Identifying areas of business process improvement (efficiency and effectiveness) and recommending solutions that detail pros, cons and risks
• Juggle multiple and complex projects and initiatives across concurrent projects
• Promoting continuous process improvement practices
• Supporting specific sales activities when required
• Managing and communicating business process and business requirements ensuring that the proposed solutions meet the customer's expectations

• Providing training and mentoring to other members of the delivery team with regards to business analysis
• Business travel annually, driven by customer needs and internal meetings depending on your personal situation

Requirements

• You have a passion for everything to do with the ServiceNow platform & can drive business solutioning around the integration & implementation into a global enterprise
• You enjoy working the entire Business Analysis (BA) lifecycle, which includes hosting workshops with stakeholders to gather requirements in order to create Business Requirements Documents & Functional Requirements Documents
• You'll also enjoy being the focal point between the business & technical teams; and adept at constantly following up and tracking the status of the project to bring the team back on track, or escalate if needed
• You get excited over the prospect to design test approaches & aligning test cases to requirements and user stories
• You can write clear and concise defect reports and work as an empathetic advocate for the customer's quality experience; plus triage and prioritize defects for remediation, with the development team
• You can work under pressure and multiple tasks to meet the tight project timeline and prioritize the testing efforts accordingly
• Ability to translate design documents into user friendly documents that will enable end Trainers to empower operational effectiveness post Go Live
• Possess the functional comprehension and essential knowledge needed to contribute to the configuration, administration, implementation, and maintenance within the ServiceNow platform
• Project management knowledge in order to work with large & complex project teams
• You can demonstrate the ability to adapt at working in both Agile and traditional Waterfall SDLC methodologies

• BA or Functional member of a ServiceNow project or administration team experience
• BA or Functional member of a ServiceNow module(s) implementation with clear ownership for requirements gathering and all related documentation OR BA or Functional member of a PaaS or SaaS project implementations
• Participation in customer requirements gathering workshops in a ServiceNow project
• Participation in scoping a ServiceNow project including writing user stories.
• Two or more years as a BA on ServiceNow, or a similar platform solution combined with ServiceNow experience
• IT Degree or relevant tertiary education in Computer Science
• ServiceNow CSA current or within four months of hire
• Experience with, or some knowledge of ServiceNow SAIF/SIM
• Agile Certification or experience on Agile-facilitated projects

Benefits

• Work from Home
• Custom Training & Development Programs
• Competitive Paid Time Off Benefits
• Competitive Salary
• Healthcare Plan (Medical, Dental & Vision)
• 401(k) with Employer Match
• Life Insurance (Basic, Voluntary & AD&D)
• Short Term & Long Term Disability

Equal Employment Opportunity

Our organization will not discriminate against or harass any employee or applicant for employment because of race, color, creed, religion, national origin, sex, sexual orientation, gender identity, disability, age, marital status, familial status, veteran status, membership or activity in a local human rights commission, status with regard to public assistance or any other legally protected basis, in accordance with applicable law.