ServiceNow Principal Business Process Analyst

Process Design and Implementation:  

• Engage business stakeholders, end users, and subject matter experts to elicit, analyze, and document business, functional, and non-functional requirements. 

• Lead holistic business process design sessions, including identifying stakeholders from all factions of the business to ensure thorough and complete processes.  

• Conductive probing and effective workshops to assess current processes to translate business needs into functional and scalable requirements.  

• Recommend optimized processes and support implementation of improved workflows and standards. 

• Own the design and presentation of unified ServiceNow workflows, delivering integrated, end-to-end solutions. 

  

Stakeholder Engagement & Communication 

• Present solution-based designs to various levels, including the Executive Leadership Team, to provide clear understanding and impact of implemented solutions.  

• Identify risks, dependencies, and gaps related to requirements and proactively communicate impacts and mitigation options to IT Leadership. 

• Present requirements, findings, and recommendations to stakeholders at various levels to ensure adoption and agreement ahead of solution implementation. 

• Act as a liaison between business stakeholders and technology teams to ensure shared understanding and alignment. 

 

Organizational Change Management 

• Collaborate with all stakeholders for thorough understanding, documentation, training and adoption of processes within ServiceNow to ensure adoption of all ServiceNow implementations.  

• Support test planning, UAT preparation, and defect triage to ensure solutions meet business expectations. 

• Define and carry out effective and holistic training plans for all stakeholders, end users, and subject matter experts impacted by implemented solutions. 

  

Business Analysis Leadership:  

• Promote a collaborative working environment that encourages critical thinking, continuous improvement, and high-quality requirements.  

• Adhere to established processes and ceremonies, ensuring consistent participation in planning, backlog refinement, reviews, and retrospectives as defined by IT Leadership. 

  

Delivery Support & Continuous Improvement 

• Drive continuous improvement by proactively identifying opportunities to enhance business analysis practices, processes, and delivery outcomes, and implementing improvements based on feedback and lessons learned.  

• Proactively monitor and analyze post-implementation performance to identify areas for optimization and provide feedback for product development.  

 

Documentation & Reporting 

• Maintain clear, accurate, and organized documentation for requirements, processes, and related artifacts (including but not limited to roadmaps, process maps, technical guidelines, and user stories). 

• Ensure requirements are clear, testable, traceable, and aligned with business outcomes, and actively traceable within ServiceNow environment. 

 

Basic Qualifications: 

• 12+ years progressive experience as part of a professional se