ServiceNow Business Analyst

What success looks like in this role:

The ServiceNow/EasyVista Catalog/Business Analyst role designs complex service management platforms and processes for client onboarding and migrations, adhering to contractual obligations and Unisys standards. The main responsibilities include:

• Leading the development of Configuration Design Documents (CDD) for service delivery within Unisys standards.
• Analyzing solutions, contracts, and statements of work (SOW).
• Conducting client requirement workshops and rapid-prototyping sessions.
• Applying technical knowledge to design efficient client configurations.
• Building functional requirements and use cases for non-standard solutions.
• Coordinating with subject matter experts for areas such as Customer Portal, B2B integrations, and Architecture.
• Documenting design requirements for technical implementation teams.
• Assisting in obtaining consensus and sign-off on designs.
• Supporting transition until steady state is achieved, ensuring design accuracy and data integrity.
• Identifying opportunities for process improvements through lessons learned.

Additional tasks include:

• Leading discussions and requirements gathering with business and technology partners.
• Reviewing and refining business requirements and use cases.
• Performing analysis to enhance performance and productivity.
• Contributing to project development and assessing impacts of system changes.
• Identifying risks and resolution strategies.
• Conducting system requirement reviews.
• Collaborating closely with technical colleagues during design, development, and implementation.
• Developing status reports on project progress, issues, dependencies, and risks.
• Ensuring requirements are met to safeguard user needs before further system development.
• Developing business cases for system enhancements or new processes.

#LI-SN1

You will be successful in this role if you have:

BA/BS degree and 4-6 years’ relevant experience OR equivalent combination of education and experience

Minimum 4 years of experience with ITIL processes and/or operational support in the areas of Service Desk, Incident, Problem, Change, Asset & Configuration, Service Level, and/or Service Request Management.

More than 4 successful customer/client implementations that included multiple core ITIL processes.

Experience extending ServiceNow applications with customizations and added functionality while maintaining the integrity of the applications. Experience with full lifecycle development for customizations, including Design, Development, Testing, Migration, and Documentation of the custom work.

Strong written and verbal communication skills supporting customer consulting for people/process/technology.

ServiceNow admin certification.

ITIL Foundation certification.

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, blood type, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.

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