Senior Business Operations Analyst, ServiceNow

The Senior Business Operations Analyst will collaborate closely with the Service and Application Portfolio teams to drive the adoption and improvement of Service and Application Portfolio products, data and processes. This role requires advance business analysis, data analysis and reporting skills.  The analyst will support Practitioners and Stakeholders partnering with personnel at all organizational levels and excel in a fast-paced environment. 

Responsibilities: 

• Manage day-to-day operations. 
• Engage with Service and Application Portfolio Practitioners and related process Stakeholders to facilitate the organization’s adoption of Service and Application Portfolio Management best practices. 
• Assist in research, requirements, design, solution, implementation and introduction of process, data and product improvements, refinements, and optimizations.  

Process Custodian Duties: 

Operate and manage steady state, day-to-day needs including: 

• Monitor and enforce data and process compliance 
• Perform data analysis to ensure high quality, trustworthy data that meets Technology Business Management needs
• Respond to new requests for process/data support including:
• User Access Administration
• Create and maintain data through manual and automated load methods
• Define query logic and establish Dynamic CI Groups.

Provide Practitioners and related process Stakeholders requested reporting including:

• Collect and analyze Practitioner and related process Stakeholder requirements.
• Design and create reliable and scalable reporting data solutions within ServiceNow for the Service and Application Portfolios, including defining data quality checks and validations, designing automation of reporting, and backups. 
• Facilitate engagement with Analytics Engineers for advance reporting requirements including enhancements to data validation tools. 
• Provide education and training as needed 
• Maintain Confluence site with all process documentation
• Assist with process refinements 
• Identify continuous improvement opportunities 
• Proactively identifies issues (process, data or product) and ensures that appropriate action is taken to resolve issues     
• Consults with and advises Process Owners regarding issues, actions and any obstacles to completing assigned activities 

Engage with Service and Application Portfolio Practitioners and related process Stakeholders to facilitate the organization’s adoption of Service and Application Portfolio Management best practices. 

• Confidently and effectively communicate with managers, team members, stakeholders, and business partners. 
• Act as an agent of change and partner with clients to understand pain points and champion process improvements
• Supports Service and Application Portfolio Process Owners by acting as liaison between Product Owners, Service Owners, and other Stakeholders 
• Partner with Practitioners across multiple business segments to educate, train and provide Service and Application Portfolio guidance on:
• Service and Application Definition within ServiceNow
• Associating Offerings with Configuration Items in the ServiceNow Configuration Management Database
• Establishment of Dynamic CI Groups within ServiceNow

Partner with related process Stakeholders to:

• Ensure Service and Application Portfolios meet related process needs 
• Establish data and process compliance metrics reporting needed for process compliance governance 
• Collaborate with project & program teams to ensure dependencies with Service and Application Portfolios are understood and needs are met

Assist in research, requirements, design, solution, implementation and introduction of process, data and product improvements, refinements, and optimizations.  

• Identify continuous improvement opportunities
• Collect and analyze requirements
• Identify process and data dependencies
• Research issues related to ServiceNow functionality and provide insights to Product Owner.
• Collaborate with Product Owner and Development Team throughout the Agile sprint process to ensure solutions are designed in alignment with Process Owner’s requirements.
• Ensure all ServiceNow product changes are thoroughly tested before release to production.
• Prepare supporting documentation

 Qualifications:  

• Bachelor’s Degree in Computer Science, Information Systems, or related field, or equivalent work experience
• 5+  years of relevant experience with Service and Application Portfolio Management
• 5+ years of relevant experience in business analyst for applications and products including requirements collection, design and solutioning.
• 5+ years of relevant experience in data analysis
• 5+ years of relevant experience in reporting and data visualization
• 5+ years of relevant experience in operational process execution
• 5+ years of relevant experience with ServiceNow including Service Portfolio, Application Portfolio, Configuration Management, Query Builder, Dynamic CI Groups, and Reporting products
• 3+ years of relevant experience supporting Product or Processes in ServiceNow across multiple modules and capabilities, with a strong focus on Service Portfolio, Application Portfolio, and Configuration Management.
• 3 + years of relevant experience supporting Process design and identifying related enhancements to Service Portfolio, Application Portfolio, Configuration Management or related modules across the ServiceNow platform.
• 3+ years of relevant experience working in a product and stakeholder facing role, ideally in collaboration with business and technology stakeholders.
• Strong experience managing priorities, and tasks across multiple projects and teams – while adhering to deadlines and maintaining high quality
• Strong analytical and problem-solving skills to achieve business results
• Strong communication skills, written and verbal presentations, and ability to communicate effectively at all levels.
• Strong partnering, influencing, and interpersonal skills, including verbal, written, active listening, and communication; high attention to detail; demonstrated ability to influence partners and key business decisions
• Strong understanding of ServiceNow CSDM best practices and experience applying them in an enterprise environment.
• Proficient in Microsoft Office with advanced knowledge of MS Excel - ability to perform VLOOKUP's, pivot tables, and other Excel formulas to design models and reports
• Experience managing relationships with end users and stakeholders across different leadership levels with ability to describe highly technical detail in terms the audience will understand.
• Experience implementing technology, process and data updates and changes and driving adoption enterprise wide  
• Experience with updating and maintaining documentation for users.
• Experience using Query languages such as SQL, as well as analytics tools in ServiceNow such as Query Builder and Performance Analytics.
• Experience creating CMDB Groups, Dynamic CI Groups, and performing ServiceNow mass data loads.

Preferred Qualifications

• Familiarity with Tableau, Confluence, Apptio, Smartsheet and ServiceNow ITSM, Service Catalog, Performance Analytics and Knowledge Management products.
• Experience working for a large company and within a matrix organization
• Experience supporting technology organizations using agile practices
• Disney experience preferred