Website Dale Workforce Solutions
Your Responsibilities
• Collaborate with cross-functional teams – Product Owners, Process Owners, Engineering (Developers, Testers and Operational Support) to deliver impactful ServiceNow solutions in an Agile setting
• Lead requirement elicitation sessions and translate stakeholder needs into detailed user stories with well-defined acceptance criteria
• Break down complex requirements into logical workflows, data structures, and business rules
• Analyze enhancement requests, observations and defects to propose sustainable, risk-compliant solutions
• Create process documentation, user stories, use cases, and user acceptance criteria
• Drive user acceptance testing (UAT) and work with stakeholders to ensure the delivered product meets expectations
• Support and lead organizational change management (OCM) initiatives, including stakeholder training and communications
• Conduct design walkthroughs and feedback sessions with stakeholders and end users
• Collaborate with members on Agile methodology, ServiceNow best practices, and business analysis standards
• Ensure alignment with ***’s risk and control practices
Qualifications
• Bachelor’s degree or equivalent experience
• Minimum 5 years of experience as a Business Analyst in enterprise software delivery
• Minimum 3 years of experience working specifically on the ServiceNow platform (ITSM, ITOM, or related modules)
• Strong knowledge of Agile/Scrum methodology, with experience working in a cross-functional Agile team
• Proven ability to document functional requirements, process flows, and system interactions
• Exceptional communication skills with both technical and non-technical audiences
• Experience with Service Catalog items, workflows, roles/groups, and form configurations
• Proficiency in facilitating UAT, training, and stakeholder demos
Required Certifications:
• ServiceNow Certified System Administrator (CSA)
• ITIL v4 Foundation Certification