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Service Now BA #30366

Location: Atlanta, Georgia
ID Number: #30366

Business Analyst
Long Term Contract

Required Qualifications:

• BS/BA, preferably in a technical or scientific field or equivalent experience, education, or training. Previous airline experience preferred.
• 2-5 years of IT business experience
• 3 or more years of experience supporting ServiceNow. Certification preferred.
• 3 or more years of experience with IT Service Management. Certification preferred. Major Skills and Competencies:


  •  Possess expertise in the customer area he/she supports and has technical understanding of the business unit’s systems, capabilities, and respective technologies. 
  •  Gather and maintain business and user requirements as User Stories for various projects and/or systems from initial phase to final implementation and ongoing support / maintenance, assuring requirements meet standards.
  • Develop use cases and functional specifications and coordinate the capture of process models and functional testing, ensuring system is functionally appropriate, technically sound, and well-integrated.
  •  Ensures requirements are understood, developed, tested, and delivered to specification • Works with stakeholders to drive adoption
  • Works with customers and developers to design forms for usability following defined standards and best practices.
  •  Interact with users, other portfolios, vendors, and business for projects / initiatives and ongoing support of the platform.
  • Provide user support and coordinate resolution of issues to include change management, root cause analysis, and appropriate escalation as needed .
  • Assist in maintenance and communication of status reports and tracking.
  •  Coordinate the process to analyze, evaluate, implement, and maintain systems developed internally and/or externally with an outside vendor.
  • Assist in the development of project definitions, cost/benefit and risk analysis, work plans, progress reports, and presentations.
  • Assist in creation, maintenance, and delivery of end user / system training.
  • Delivers internal information according to a communications plan to prepare the organization for the Now Platform and its functionality
  • Provide updated documentation of all product work including but not limited to, design documentation, technical operations / support documentation, and release notes.
  • Participate in daily standups to report status, delays and risks to scrum master / team leads / management.
  • Involves demonstrating a commitment to increasing knowledge and skills in current technical/functional area, keeping up to date on technical developments, staying informed as to industry practices, knowing how to apply relevant technical processes to appropriate business needs
“All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.”

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Christopher Yates
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