POSITION SUMMARY: The Senior ServiceNow Business Analyst serves as a strategic partner between functional stakeholders and technical delivery teams, driving the successful design, implementation, and continuous improvement of ServiceNow platform capabilities. This role is responsible for eliciting business requirements, analyzing current and future-state processes, and translating requirements into actionable stories and specifications. It also ensures that delivered solutions align with business objectives and enterprise governance standards. The ideal candidate combines strong business analysis expertise with ServiceNow platform knowledge, exceptional stakeholder management skills, and the ability to navigate complex cross-functional initiatives spanning IT Operations, Service Management, HR, Security, Risk, Compliance, and Enterprise Technology.
PRINCIPAL RESPONSIBILITIES:
- Acts as a liaison with stakeholders to analyze the needs of various functional business areas while enhancing software and reinforcing business standards.
- Creates detailed documentation of functional, system (non-functional), user and reporting requirements that may include but is not limited to: Use Cases, Logical Models, Process Flow Diagrams, Report Specifications and Data Mapping & Flow Diagrams.
- Performs research and analysis for proposed projects to determine feasibility and durability.
- Performs profiling and analysis of data from source systems.
- Ensures that solution requirements area clearly documented, communicated, and validated.
- Provides support to functional and user acceptance testing groups throughout development life cycle.
- Assists with the creation of value proposition (ROI) for proposed projects.
- Helps the team to define and control scope for development initiatives and release schedule.
- Works jointly with other IT Managers to create detailed work plans for software development and enhancement projects.
- Responsible for status reporting, knowledge transfer and implementation plans as appropriate for the software solution being developed.
- Builds and maintains relationships with software application vendors and implementation partners.
- Instructs, directs, guides, and checks the work of Business Analysts.
- Performs other duties as assigned or apparent.
QUALIFICATIONS:
- Experience using Structured Query Language (SQL) for data analysis.
- Business Analysis or Project Management Professional certification.
MINIMUM REQUIREMENTS:
- Bachelor's degree in business administration, computer engineering, information systems, finance, statistics, computer science or a related field or equivalent experience.
- Minimum of 5 years of direct work experience in a business analyst capacity working with business systems related to systems support, analysis, or development.
- Minimum of 1 year project management/coordination tracking and organizing business analysis documentation for projects.
Preferred Qualifications: • ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Implementation Specialist (CIS) in one or more modules
• CBAP, CCBA, PMI-PBA, or equivalent Business Analysis certification
• Experience supporting ITSM, ITOM, CMDB, Discovery, Service Mapping, HRSD, IRM, or Asset Management initiatives
• Experience working within regulated or compliance-driven environments (SOX, PCI-DSS, Audit)
• Knowledge of ITIL framework and service management best practices
• Experience supporting large-scale digital transformation or platform modernization programsThis is a hybrid role requiring onsite presence in our Phoenix, AZ office. This candidate will be required to work onsite 4-days per week, with the option to work 1-day per week remote.Please note, this position is not sponsorship eligible. Rewarding Compensation and BenefitsEligible employees can elect to participate in:
• Comprehensive medical benefits coverage, dental plans and vision coverage.
• Health care and dependent care spending accounts.
• Short- and long-term disability.
• Life insurance and accidental death & dismemberment insurance.
• Employee and Family Assistance Program (EAP).
• Employee discount programs.
• Retirement plan with a generous company match.
• Employee Stock Purchase Plan (ESPP).
• Paid Time Off (PTO)
• Benefits: https://jobs.republicservices.com/us/en/about-us/benefits
The statements used herein are intended to describe the general nature and level of the work being performed by an employee in this position, and are not intended to be construed as an exhaustive list of responsibilities, duties and skills required by an incumbent so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.
