Skip to content
Business Systems Analyst
| Company | Trace3 |
|---|
| Location | Irvine, CA, USA |
|---|
| Salary | $84000 – $105000 |
|---|
| Type | Full-Time |
|---|
| Degrees | Bachelor’s |
|---|
| Experience Level | Mid Level |
|---|
Requirements
- A minimum of 3 years’ experience as an IT Business Analyst, with a focus on ITSM and Managed Services organization and creating detailed documentation, including functional specifications, process maps, and user stories.
- A minimum of 3 years’ experience working with ServiceNow, including implementation, configuration, and administration.
- A minimum of 3 years’ experience working with other IT products used in Managed Services organizations, such as monitoring tools, ticketing systems, and automation platforms.
- A minimum of 3 years’ experience working with Agile, Scrum, Scrumban or Kanban.
- A minimum of 3 years’ experience working on customer related ServiceNow integrations and modules such as ITSM and ITOM.
- Familiarity with scripting languages and ServiceNow development.
- Strong analytical and problem-solving skills, with the ability to understand complex business processes and technical requirements.
- Excellent communication and interpersonal skills, with the ability to work effectively with diverse stakeholders.
- Strong organizational skills and the ability to manage multiple and changing priorities while meeting deadlines.
- Excellent written and verbal communication skills.
Responsibilities
- Collaborate with stakeholders to gather and document business requirements for ServiceNow and other IT related products used internally or for customers.
- Conduct interviews, workshops, and surveys to understand business needs and workflows.
- Analyze and understand current business processes and workflows, identifying areas for improvement and optimization.
- Develop process maps and documentation to support business process reengineering efforts.
- Translate business requirements into functional and technical specifications.
- Work with IT teams to design solutions that meet business needs, leveraging ServiceNow and other relevant products.
- Create detailed documentation, including use cases, user stories, and acceptance criteria.
- Serve as a liaison between business stakeholders and IT teams, ensuring clear and effective communication.
- Provide regular updates to stakeholders on project progress, risks, and issues.
- Support the implementation of IT solutions, ensuring they meet specified requirements.
- Lead and participate in testing activities, including the creation of test plans and test cases.
- Assist in user acceptance testing (UAT) and ensure defects are tracked and resolved.
- Develop training materials and conduct training sessions for end-users on new systems and processes.
- Provide ongoing support to users, addressing any issues or concerns.
- Monitor the performance of implemented solutions and identify opportunities for further enhancements.
- Stay up to date with industry trends and best practices in IT service management and business analysis with a focus on ServiceNow.
- Provide deep technical knowledge of the ServiceNow platform, including its capabilities, limitations, and best practices.
- Work closely with the development team to ensure technical feasibility and trade-offs are well understood.
- Define and track key performance indicators (KPIs) to measure product success.
- Use data-driven insights to iterate and improve the product continuously.
Preferred Qualifications
- Knowledge of ITIL best practices and certification (e.g., ITIL Foundation) is preferred.
- Certification in business analysis (e.g., CBAP, CCBA).
- ServiceNow Certified System Administrator or ServiceNow Certified Implementation Specialist.
