The CSSD Business Tech Solutions (Customer Support & Services Delivery - Business Technology Solutions) Team is a strategic enabler of the CSSD Transformation through operational excellence, portfolio optimization, digital transformation & growth enablement. As Senior ServiceNow Platform Business Analyst, you will be dedicated to maintaining, optimizing, and elevating platform efficiency for our Managed Services ServiceNow platform.
In this role, you will be tasked with overseeing configurations, workflows, and integrations. Continuously evaluating emerging ServiceNow features, proposing and implementing enhancements aligned with organizational goals. Fostering collaboration with external vendors in providing “best in class” services.
Responsibilities:
- Collaborates closely with engineering, design, and other relevant teams to ensure the successful development and delivery of high-quality software solutions on time and within scope.
- Analyze and estimate the time required to design, develop, and implement technical platform solutions.
- Develop system documentation, including process flows and high-level architecture design documents
- Translates technical debt user requirements into executable and workable feature items with the software engineering team.
- Provide strategic platform recommendations based on technical best practices and industry trends.
- Administer, configure, and maintain the ServiceNow platform across Technology Provider Service Management (TPSM) and Strategic Portfolio Management (SPM) applications, including out of the box functionality.
- Perform enhancements, upgrades, and maintenance on ServiceNow platform, as necessary.
- Ensure security of ServiceNow platform while enforcing compliance with regulations and internal HP policies.
- Design and create dashboards and reports to support business operations.
- Import, export, and manage data within a ServiceNow full development stack, ensuring data integrity and security across all environments.
- Maintain HP intellectual property via knowledge management and support documentation.
- Align with support teams to resolved incidents and service requests promptly.
- Provides guidance for junior team members on product management strategies.
- Write stories for future platform capabilities development, Run Test, Plan for enhancements.
Knowledge and Skills:
- Advanced experience implementing ServiceNow solutions including ITSM, TPSM, SPM and license management
- Good understanding of ITIL and Service Management processes
- Working knowledge of ServiceNow Performance Analytics to drive improvements to platform performance and operations.
- Successful execution of ServiceNow new module installation, upgrades, and enhancements.
- Working knowledge of Sox Compliance (Sarbanes-Oxley Act) IT General Controls and IT Application Controls
- Demonstrated success architecting, leading and deploying enterprise scale business process, software development, business intelligence or data modeling projects.
- Proven ability to independently lead and collaborate with large cross functional teams to ensure proper integration & project execution.
- Ability to think out of the box and apply agile methodology is key.
- Demonstrated knowledge, execution, and successful solution delivery through structured project methodologies.
- Ability to effectively consult and communicate at multiple organizations levels, including individual contributors, managers, and executives.
- Experience with business process analysis, process definition and design.
- Demonstrated ability to adapt to change and help drive change through project teams and operational organizations.
- Extensive knowledge with Web technologies (XML, HTML, JavaScript, Web Services)
- Strong analytical skills and the ability to move forward with incomplete information.
- Excellent written and oral communication and presentation skills; mastery in English.
- Excellent team, project management, multi-tasking, and prioritization skills, including project structuring.
Education and Experience Required:
- First-level university degree; advanced university degree preferred.
- ServiceNow System Administrator certification preferred.
- ServiceNow Implementation Specialist certification preferred.
- Typically, 10+ years of applicable experience.
Disclaimer
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.
