Sr IT Business Analyst, ServiceNow

As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive.

Job Location (Full Address):

30 Corporate Woods, Brighton, New York, United States of America, 14623

Opening:

Worker Subtype:

Regular

Time Type:

Full time

Scheduled Weekly Hours:

40

Department:

900082 ISD Chief Technical Office

Work Shift:

UR - Day (United States of America)

Range:

UR URG 113

Compensation Range:

$77,216.00 - $115,824.00

The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job's compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.

Responsibilities:

The ServiceNow Sr IT Business Analyst, provides leadership and expertise, specifically within the ServiceNow Platform. Assists with operational support and serves as Scrum Master to the ServiceNow Platform Team. The ServiceNow Sr IT Business Analyst works closely with internal teams, team leads, application build teams and business, financial, operational, clinical and other stakeholders. Develops requirements and designs documentation along with use cases, based on user input and for the creation, maintenance, and delivery of functional training related to the ServiceNow platform. Designs future state workflow and business processes within ServiceNow, conducts process analysis, creates testing strategies and provides input to the team to ensure the quality planning and implementation of new ServiceNow systems or functions.

ESSENTIAL FUNCTIONS

• Documents current state and future state processes and conducts gap analysis for assigned projects. Works with user communities to understand and document business requirements. May lead design sessions and design complex enhancements fulfilling user requirements and goals.

• Translates business requirements into ServiceNow technical specifications.

• Maintains process documentation and knowledge articles.

• Serves as Scrum Master to the ServiceNow platform team, facilitates scrum ceremonies including sprint planning and retrospectives. Leads or actively participates in retrospective events with a continuous improvement mindset. Leads and mentors the identification, recommendation and delivery of improvement opportunities for the business analysis and project processes. Acts as mentor and role model for more junior analysts. Shares knowledge and provides cross-training and peer support. Develops and reviews procedures for business analysis and project lifecycle processes with ServiceNow Platform Team.

• Keeps current with business and strategic goals. Understands other University service providers. Develops a broad knowledge of University roles, processes, tools and architecture to better understand how the team works together to meet users' needs.

• Leads business processes to identify needs, problems and opportunities and develops strategies to maximize opportunities/value delivery. Engages with business leaders and users to understand how data-driven changes to process, products, services, software and hardware can improve efficiencies and add value. Writes and/or offers input to business cases for future potential projects. Leads estimation and provides input for planning of future work.

• Delivers assigned tasks in alignment with project plans and estimates. Leads or participates in project communications/meetings to promote and communicate project goals, timeframe and high-level changes.

• Leads design reviews and code/configuration walkthroughs with technical, functional and/or vendor teams.

• Works closely with functional and technical testers to prepare test plans, test scenarios and test data to complete testing and business process validation.

• Leads user events to promote and communicate project goals, timeframe and high-level changes and conduct training.

• Creates, maintains, and delivers ServiceNow functional training, including documentation, training materials, and facilitates training sessions as needed

• Provides end-user ServiceNow reporting and dashboard support.

• Initiates and/or actively participates in smaller projects/enhancements, delivering tasks in alignment with project plans and estimates.

• Facilitates annual ServiceNow double-release upgrade, maintaining process documentation and coordinates developer activities.

• Supports and demonstrates Organizational Change Management processes

• Develops monthly organizational ServiceNow Newsletter.

• Other duties as assigned.

MINIMUM EDUCATION & EXPERIENCE

• Bachelor's degree and 5 years of relevant experience required

• Or equivalent combination of education and experience

• Experience with project management from planning through implementation required

• 1 year in a supervisory capacity preferred

• Clinical or higher education experience preferred

• ServiceNow, JIRA and/or Project Portfolio Management (PPM) software experience preferred

KNOWLEDGE, SKILLS AND ABILITIES

• Excellent leadership, verbal and written communication, presentation, analytical and problem solving skills required

• Proven track record executing multiple work streams and producing consistent results required

• Ability to distill technical information into succinct and digestible information for a broad, non-technical audience required

• Extensive computer literacy, including experience in Microsoft Office, particularly Excel, Teams and PowerPoint preferred

LICENSES AND CERTIFICATIONS

• Experience in Organizational Change Management, PROSCI certification preferred

• ServiceNow CSA (Certified Systems Administrator) required within one year of hire preferred

• ITIL v4 Foundation certification preferred

• Certified Scrum Master preferred

The University of Rochester is committed to fostering, cultivating, and preserving an inclusive and welcoming culture to advance the University's Mission to Learn, Discover, Heal, Create - and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion, creed, sex, sexual orientation, citizenship status, or any other characteristic protected by federal, state, or local law (Protected Characteristics). This commitment extends to non-discrimination in the administration of our policies, admissions, employment, access, and recruitment of candidates, for all persons consistent with our values and based on applicable law.

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Learn. Discover. Heal. Create.

Located in western New York, Rochester is our namesake and our home. One of the world's leading research universities, Rochester has a long tradition of breaking boundaries-always pushing and questioning, learning and unlearning. We transform ideas into enterprises that create value and make the world ever better.

If you're looking for a career in higher education or health care, the University of Rochester may offer the perfect opportunity for your background and goals.

At the University of Rochester, we are committed to fostering, cultivating, and preserving an inclusive and welcoming culture and are united by a strong commitment to be ever better-Meliora. It is an ideal that informs our shared mission to ensure all members of our community feel safe, respected, included, and valued.