ServiceNow Business Analyst

- Engage with customers to transform their needs into actionable use case scenarios - Offer practical alternatives to fulfill customer requirements effectively - Gather system and integration requirements through customer interactions to create user stories for developers - Convey requirements to project managers, developers, and testers utilizing use cases and documentation - Assess requirements following standard quality paradigms including atomic, uniquely identified, complete, consistent, traceable, prioritized, and testable criteria - Conduct prototyping, wireframe analysis, and use case testing - Lead the on-site team and act as the primary point of contact for project management and customer concerns - Oversee operational support issues related to a ServiceNow instance utilized by multiple divisions within a U.S. Government agency - Perform administrative tasks like user management, report and dashboard development, and global data set maintenance - Manage enhancements and defects by collaborating with system owners to define, prioritize, test, and implement solutions - Identify system deficiencies and propose appropriate resolutions - Ensure reliable and reproducible development/production environments using suitable tools and processes - Maintain consistency in tool configuration across development, test, and production environments - Develop and maintain dynamic reporting sites for Services operations - Create information dashboards tailored for team-specific business processes - Establish and manage an interface between Incident, Problem, CMDB, and Change for effective impact analysis - Develop automated system reporting and ensure integration with the work management system (ServiceNow) - Generate reports to back Problem Management and continual service improvement initiatives, showcasing reductions in incidents and business impacts, increased productivity, and cost savings - Analyze data extracts and reports to identify trends, key indicators, and actionable solutions for management and business units - Collaborate with managers on using analytical and reporting tools to achieve effective cost, quality, operational, and customer satisfaction outcomes - Develop strategic and tactical analytics for dashboards, data summaries, and key performance indicators