[Hiring] ServiceNow Business Analyst @DMS Vision

Role Description

• Service Now
• Workflow Design
• Process Optimization
• User Experience
• Stakeholder Engagement

Qualifications

• 3-5 years of business analysis experience, with at least 2 years focused on ServiceNow platform workflows and service delivery
• Proven track record of designing and implementing ServiceNow workflows, catalogs, and forms that deliver positive user experiences
• Experience working directly with business stakeholders to gather requirements, manage expectations, and deliver solutions
• Demonstrated commitment to customer service excellence in a technical or IT service delivery environment
• Background in user experience (UX) design or human-centered design principles
• Experience with Agile/Scrum methodologies and tools (Jira, Confluence)

Requirements

• Excellent, clear, direct, compelling verbal and written communication and presentation skills
• Strong working knowledge of ServiceNow ITSM modules (Incident, Request, Change, Problem, Knowledge)
• Experience with ITSM and ITIL processes and best practices, and experience with ServiceNow ITSM
• Experience with SIAM in complex service ecosystems to achieve improved efficiency, accountability, and service quality
• Hands-on experience with ServiceNow Service Catalog, Flow Designer, and Service Portal configuration
• Experience building ITSM workflows with Virtual Agent, and experience with Now Assist preferred
• Understanding of ServiceNow data model, workflow architecture, and integration capabilities
• Familiarity with ServiceNow reporting, dashboards, and performance metrics
• Strong facilitation and interviewing skills to uncover needs, clarify ambiguity, and build stakeholder alignment
• Ability to manage multiple initiatives, coordinate cross-functional activities, and drive tasks to completion with minimal supervision
• Genuine passion for helping others, solving problems, and creating positive experiences for users at all technical skill levels
• Strong analytical and problem-solving skills with ability to think strategically and drive results
• Proven ability to build relationships and work effectively across technical teams, business units, and leadership levels
• Meticulous approach to workflow logic, form design, and documentation to ensure accuracy and usability
• Knowledge of methodologies like Agile, Scrum, and Kanban, as well as design thinking principles
• Experience with prototyping, wireframing, and requirements management tools (e.g., Jira, Miro)

Company Description