ServiceNow Business Analyst

---

Job description

Yale University offers exciting opportunities for achievement and growth in New Haven, Connecticut. Conveniently located between Boston and New York, New Haven is the creative capital of Connecticut with cultural resources that include three major museums, a critically-acclaimed repertory theater, state-of-the-art concert hall, and world-renowned schools of Architecture, Art, Drama, and Music.

Position Focus:

The Service Management Senior Business & Configuration Analyst elicits, analyzes and documents technical and functional requirements for enhancements to the IT Service Management (ITSM) and administrative technology platforms (ServiceNow). The role participates in all phases of the SDLC process including technical design and platform configuration aligning with build best practices.

Along with the principal responsibilities listed below, this position also provides configuration and testing:

• Actively contributes to the testing and quality assurance process including the creation, execution, and maintenance of automated and manual test cases.
• Ensures that the service provided meets the client's needs and fosters a positive end user experience.
• Keeps current with platform enhancements and makes recommendations on the rollout of new features.
• Designs and configures features of moderate complexity while keeping a strong focus on upgradability of the platform.
• Analyzes system configurations and uses technology expertise to provide recommendations to meet technical and functional requirements.
• Monitors the ticket queue, provides routine support, ensures ticket hygiene, and escalates incidents and requests for enhancements to the appropriate team members for evaluation.
• Contributes to the development and delivery of training to end users.
• Participates in process story discussions.

Qualifications:

• Bachelor's Degree in business, technology or related field and six years of related work experience in analysis of business needs and development of related business systems or an equivalent combination of education and experience.
• Proven experience with enterprise ITSM software tools such as ServiceNow, BMC Remedy, HP Service Manager, CA ITSM).
• Proven experience writing business requirements for an enterprise application.
• Excellent verbal and written communication skills.
• Strong analytical skills.

· Yale University considers applicants for employment without regard to, and does not discriminate on the basis of an individual's sex, race, color, religion, age, disability, status as a veteran, or national or ethnic origin; nor does Yale discriminate on the basis of sexual orientation or gender identity or expression.