Sr Business Process Analyst

Team Description

Our team is looking for a Sr. Business Analyst who will report to a leader in our Sabre office. The Senior Business Process Analyst (ServiceNow) plays a critical role in driving business transformation by analyzing, designing, and improving business processes in alignment with the capabilities of the ServiceNow platform. This individual acts as a liaison between business stakeholders and technical teams, ensuring the platform delivers value by addressing organizational needs and enabling efficient operations.

Role And Responsibilities

• Business Process Analysis and Improvement
• Lead workshops with stakeholders to understand and document current business processes and workflows.
• Identify process inefficiencies, redundancies, and pain points, and propose streamlined solutions leveraging ServiceNow capabilities.
• Develop process maps, use cases, and workflows to visualize and optimize business operations.
• Conduct root cause analyses to resolve operational challenges effectively.
• Requirement Gathering and Documentation
• Collaborate with business teams to gather detailed functional and non-functional requirements for ServiceNow solutions.
• Translate business needs into clear, concise, and actionable documentation, including user stories, process models, and acceptance criteria.
• Maintain up-to-date process documentation, ensuring alignment with organizational goals and compliance standards.
• ServiceNow Platform Expertise
• Leverage ServiceNow modules like ITSM, ITOM, HRSD, or CSM to design solutions that meet business requirements.
• Recommend enhancements or new features within the ServiceNow platform to maximize platform utilization.
• Act as a subject matter expert (SME) for ServiceNow process design and implementation.
• Ensure that ServiceNow configurations and workflows align with best practices and governance guidelines.
• Collaboration with Technical Teams
• Partner with ServiceNow developers and administrators to ensure proper implementation of solutions.
• Facilitate communication between business stakeholders and technical teams to bridge gaps in understanding.
• Perform user acceptance testing (UAT) and validate that developed solutions meet business requirements.
• Support the creation of ServiceNow dashboards, reports, and metrics to provide actionable insights for leadership.
• Change Management and Training
• Develop change management plans to ensure smooth adoption of new processes and ServiceNow implementations.
• Create training materials and conduct training sessions for end users and stakeholders to enhance their understanding of ServiceNow solutions.
• Provide ongoing support to business teams post-implementation, addressing any issues or improvement needs.
• Strategic Alignment and Continuous Improvement
• Partner with leadership to align ServiceNow solutions with the organization's strategic goals and objectives.
• Monitor the performance of implemented processes and solutions, recommending iterative improvements.
• Stay updated on new ServiceNow features and releases to incorporate innovative solutions into the business.
• Champion a culture of process improvement and innovation within the organization.

Qualifications And Education Requirements

• Minimum 5 years of relevant work experience as a Business Process Analyst in ServiceNow platform
• Bachelor's degree in Business Administration, Information Technology, or a related field (Master's preferred).
• Proficiency in ServiceNow modules such as ITSM, ITOM, HRSD, CSM, or others.
• Strong analytical and problem-solving skills with the ability to translate business needs into technical solutions.
• Excellent communication and interpersonal skills to engage with stakeholders across all levels.
• Experience with Agile/Scrum methodologies is a plus.