ServiceNow TechnoFunctional Business Systems Analyst - NetApp

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Jb Summary

NetApp Business Systems Analysts work as part of a team that supports and enhances NetApp’s world-wide business processes and systems.   You will utilize your strong technical competencies and functional ServiceNow platform expertise to identify, evaluate and develop systems and procedures that meet business user requirements.  To do this successfully you will work closely with cross-function teams to understand business needs, and IT development to provide automated solutions.   An ability to understand business process issues and communicate technical solutions to the internal client is essential to your success in this role.  Project management skills and a customer service orientation is key. 

Essential Functions:

Business Systems Analysts focus primarily on  ITIL,  ITOM(CMDB, CSDM, Discovery, Service Mapping, Service Graph and Event Management), ITSM(Incident Management, Problem Management, Change Management, Knowledge Management, Service Portal, Service Catalog), and ITBM (Agile, Scrum Project Management). This role is a techno-functional hands-on role that requires a full end to end delivery and ownership. Specific areas of responsibility of the Business Systems Analysts teams include:

Business Functional Knowledge:

• Collaborate with business users to define processes that meet business needs.

• Ensure processes are scalable and flexible to meet future business need.

• Design processes that can be implemented with minimal disruption to supporting systems, and that are cost effective.

• Anticipate the needs of stakeholders affected by process change.

• Ensure that proposed changes represent the best overall fit for the organization.

Business Requirements Definition and Technical Team Coordination:

• Develop and define IT requirements to support process and system changes.

• Lead the functional and technical design sessions to identify gaps and opportunities.

• Create detailed functional design documents for conversions, interfaces, and reports.

• Coordinate with IT development teams to manage the development process and resolve issues.

• Prepare and execute testing plans to ensure high quality results.

Support and Technical Sustaining Operations:

• Monitor implemented systems and processes to ensure high performance.

• Manage support requests to ensure timely and thorough resolution of issues.

• Engage with vendor service support groups to bring resolution to system performance or other processing issues.

• Serve as a resource to superusers for education on technical system functionality.

Project Management:

• Develop implementation and project plans.

• Monitor and drive resolution of issues.

• Document and communicate status updates to team members and Management.

• Estimate resource requirement and determine IT impacted groups. 

• Develop project roadmap with the key stakeholders. 

• Manage stakeholders’ expectations and relationships.

Mnimum Qualifications 

• 5 to 10 years of experience as a ServiceNow TechnoFunctional Business Systems Analyst with a focus on ITIL,  ITOM(CMDB, CSDM, Discovery, Service Mapping, Service Graph and Event Management), ITSM(Incident Management, Problem Management, Change Management, Knowledge Management, Service Portal, Service Catalog), and ITBM (Agile, Scrum Project Management)

• A Bachelor of Arts or Science Degree required; Information Technology, or related technical field is desirable.  

• Proficient in ServiceNow tables, classes, data modelling, data architecture. Should be able to understand the requirements from business and work through agile/scrum process. Manage coordination across various technical and functional teams.

• A proven hands-on experience in ServiceNow, CMDB, Discovery, DevOps, IaaS(Infrastructure as a Service), and Cloud Self-Service portals and implementations.

• Fluent in understanding and designing Integrations with other IT tools like Ansible, Microsoft DevOps, JavaScript, JSON, and GraphQL, REST APIs and other relevant technologies.

• Work on site (Hybrid) in the headquarters located in RTP, Raleigh North Carolina

• Must be authorized to work in the United States (Employment Authorization (EAD), Green Card or Citizenship)

• Strong oral and written communication skills; including process documentation.

• Strong analytical, problem-solving, negotiation, task and project management, and organizational skills.

• Experience working with IT development staff on complex projects.

• Strong understanding of engineering principles and practices.

• Strong technical background with advanced personal computer skills including: Microsoft Office(Word, PowerPoint, Excel), Project, Visio, and MS SQL database.

• Ability to work collaboratively within a team environment of other business systems analysts, cross functional peers, and highly technical resources to drive projects successfully.

• Ability to evaluate, define and prioritize projects.

• Ability to handle multiple tasks concurrently.