SoftDev is looking for a qualified candidate to serve as a Junior to Mid level Business Analyst supporting a ServiceNow team. The Business Analyst is responsible for helping the Senior Analyst and the project in the requirements gathering for the Customer Support Management (CSM) application of ServiceNow.  Requirements gathering efforts will involve scheduling meetings, conducting workshops, organizing focus groups and preparing surveys.  The analyst will prepare stakeholder analysis report, write user stories for ServiceNow developers, help with building persona profiles and screen layouts customized for each user community.  Depending on the demands and timelines of the project, an Analyst may serve multiple roles or a single specified role over the course of the project. 

Duties:

• Assist Senior Analyst in the requirements gathering sessions and documentation of requirements to support the implementation of ServiceNow CSM application for external customers and internal stakeholders
• Help to schedule and conduct JAD sessions to gather inputs from stakeholders and Lines of Business (LOB) program leads and business owners
• Interact with client stakeholders and other contractors to assist in elicitation of business requirements
• Prepare, update detailed documentation and artifacts including user stories, CSM portal screen layouts and design, and stakeholder analysis reports
• Assist in development of persona profiles for ServiceNow external and internal customers.  Responsible for managing the requirements in requirement repository.
• Well versed in modeling tools (e.g., Visio) to develop system designs and screen mockup tools (e.g. Axure)
• Assist UX developers in generating screen layouts, designs, user journeys and to demonstrate design intent to the customer
• Provide documents and review artifacts for the IT Governance Boards
• Maintain Configuration Management (CM) procedures and monitor adherence of CM procedures
• All other duties as assigned or directed

Qualifications:

• 3 + years of business analysis and requirements gathering experience
• 3 + years of experience conducting workshops, JAD sessions, focus groups and surveys to collect requirements from various stakeholders within the timelines provided
• 3 + years of experience writing user stories, user journeys, detailed requirements and use cases
• 2 + years of experience designing screen layouts and wireframes for self-service portals for external customers
• Exposure to Agile processes and methodologies
• Education and/or formal training may substitute for experience requirement
• Experience with ServiceNow implementation is a plus

Skills:

• Ability to collect requirements by means of conducting workshops, discussions and focus groups, and document requirements in the user stories format
• Ability to analyze stakeholder needs and document them in client specified format
• Ability to understand the high level components of CSM functionalities and features of ServiceNow such as a) knowledgebase, b) Q&A, c) self-service portal, d) chat sessions, news announcements and home page design
• Ability to analyze personas, user journeys, UX design and self-service portal designs
• Ability to document requirements and walk through requirements with ServiceNow developers
• Ability to write user stories as detailed and as thorough enough to help the implementation to understand the requirements without any ambiguities
• Ability to design portal screen layouts and wireframes for external customers to provide pleasant experience without hunting for details and multiple clicks to get to the screens
• Ability to work collaboratively with analysts, developers, testers, quality assurance engineers and project managers
• Ability to communicate clearly and professionally with all levels of the organization, both written and verbal
• Ability to work well in a team environment, to collaborate with others, and interface with team members internal and external to the organization
• Flexibility and ability to plan, prioritize, and execute multiple tasks in a fast paced environment
• Self-motivated, well-organized, and detail oriented
• Establishes and maintains effective professional relationships with internal and external stakeholders
• Must be able to adapt to organizational change
• Ability to collaborate with managers across programs
• US Citizen or Green Card Holder

SoftDev is strongly committed to the policies and principles of Equal Employment Opportunity (EEO). Employment decisions and practices, including but not limited to recruitment, selection, job assignment, transfer, promotion, discipline, training, compensation and benefits, will be made without regard to race, color, religious creed, national origin, sex, citizenship, genetic information, marital status, age, sexual orientation, disability and/or US Veteran status, in accordance with applicable Federal, State, and Local laws. SoftDev is an Equal Opportunity / Affirmative Action Employer.