Experience Inc. Jobs

Business Analyst Long Term Contract Atlanta, GA

Qualifications:

• Associates degree
• 3+ years of experience as a Business Analyst in an Agile software development environment
• 1+ year of experience supporting ServiceNow
• 1+ year of experience with IT Service Management (ITSM) / ITIL processes
• Proficient in writing user stories and acceptance criteria
• Extensive knowledge of the ServiceNow platform and its capabilities
• Experienced in running ServiceNow Automated Test Framework (ATF) test suites, identifying root causes of failures, and resolving issues
• Strong communication skills, with the ability to engage effectively with management, internal teams, and customers
• Demonstrated ability to work independently and deliver exceptional results
• Proven track record of delivering quality work on time, translating planning into actionable outcomes
• Skilled in prioritizing tasks and managing multiple projects to ensure timely delivery

Preferred Qualifications:

• ITIL v3 or v4 Certifications
• ServiceNow Certified System Administrator (CSA) Certification

Responsibilities:

• Act as the ServiceNow Product Subject Matter Expert (SME), staying informed on product changes and championing their implementation across the organization
• Collaborate with the Product Owner to manage the product backlog and roadmap, ensuring alignment with business objectives
• Lead the requirements gathering process with stakeholders, ensuring effective utilization of ServiceNow capabilities as designed by the vendor
• Elicit and define epics/features, breaking them down into detailed user stories with functional and non-functional requirements
• Document business requirements through artifacts such as epics, features, stories, acceptance criteria, and process flows/diagrams
• Clarify and update use cases/user stories as needed throughout the software development lifecycle (SDLC)
• Assist in developing project definitions, cost/benefit analyses, work plans, estimates, progress reports, and presentations
• Utilize ServiceNow Automated Test Framework (ATF) to perform testing, identify defects, and ensure resolution before updates are released to production
• Coordinate User Acceptance Testing (UAT) with stakeholders, ensuring alignment with business needs
• Work closely with stakeholders to drive adoption of new features and capabilities
• Assess training needs related to product changes and create/maintain training materials for end users
• Monitor and triage the support queue, routing items as necessary for timely resolution
• Manage ServiceNow incident, problem, and support requests to ensure effective issue resolution
• Document and maintain ServiceNow knowledge articles for internal support and platform usage
• Serve as the Release Manager, overseeing regular releases, upgrades, and patches while communicating changes to stakeholders
• Review and analyze vendor release notes to assess the impact of upgrades/patches on current systems and processes, communicating relevant changes to ITSM Process Owners and stakeholders
• Act as the ITSM Process Coordinator, ensuring adherence to process and policy across the team
• Produce scheduled and ad hoc reports to meet customer reporting needs
• Promote safety-conscious behaviors in all processes and procedures

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran