Business Analyst, Service Now
Title: Business Analyst, ServiceNow
Location: Midtown
Org Unit: Clinical Web Engineering
Work Days: Monday-Friday
Exemption Status: Exempt
Position Summary
Responsible for understanding and documenting user needs to assist in developing appropriate system(s) to meet those needs. Identifies user problems with existing system(s) and opportunities for re-engineering.
Job Responsibilities
- Maintains functional knowledge of one or more systems or modules of systems to enable the effective delivery of training and user assistance for those modules.
- Participates in implementation, testing, rollout and training for new/enhanced functionality within ServiceNow platform. Works with user(s) to gather business requirements, determines best way to deliver those requirements; configures and tests system(s).
- Analyzes business requirements and develops detailed functional specifications. Reviews functional specification with user(s), fellow analysts and specialists, management, and senior leadership to ensure correctness and consistency.
- Assists in development of training documentation, on-line help, training material and quick reference guides. Assists in delivery of training.
- Liaises with other business analysts, database analysts, server analysts, developers and programmers to ascertain technical problems, test and implement best solutions.
- Performs other related duties as assigned.
Education
- Bachelor's Degree
Experience
Bachelor’s degree in Computer Science, Information Systems, Business Administrations or related field.
Two years’ experience participating in application software implementation projects of medium/large size and complexity.
Solid background in user problem identification, problem assessment, development of alternative solutions, cost/benefit analyses of alternative solutions and working with programmers during the design, development and implementation phases of the project to ensure that user needs are being satisfied.
Experience with ServiceNow Ticketing System.
Experience in preparation of project plans a must.
Understands the value of process-centric approach to business analysis and capability development.
Process analysis and design experience.
Good understanding of service management principles.
ITIL Foundation certification or higher a plus.
Knowledge, Skills and Abilities
- Capable of providing support and encouragement to organization undergoing change.
- Outstanding verbal and written communication skills, proven problem-solving ability and excellent negotiating skills are essential.
- Strong problem solving & analytical abilities.
- Strong training and technical presentation skills.
- Familiarity with Microsoft products, e.g. Excel, Outlook, Skype, Word, PowerPoint, Visio, Project, SharePoint, etc.
- Exercises strong communications, documentation, customer service, and interpersonal skills.
- Demonstrated analytical skills with the ability to collect, organize, analyze, coordinate, and disseminate significant amounts of information with attention to detail and accuracy.
- Exhibits ability to identify and define new and existing process improvement opportunities.
- Strong project management skills.
- Promotes and maintains a favorable work environment, advocating for the projects to which are assigned and the business and strategic goals they are intended to meet.
Licenses and Certifications
Working Conditions/Physical Demands
As a technology services professional you will have exposure and/or access to confidential information, including highly regulated and highly sensitive data, as part of your normal duties. Such data may include protected health information personally identifiable information, student and financial data, staff data and research data. Access to data within systems that contain significant portions of confidential records will be necessary to do your job however, viewing of that information in individual detail is generally incidental. The privacy training course is required to be completed annually by all employees.
Weill Cornell Medicine is a comprehensive academic medical center that's committed to excellence in patient care, scientific discovery, and the education of future physicians in New York City and around the world. Our doctors and scientists-faculty from Weill Cornell Medical College, Weill Cornell Graduate School of Medical Sciences, and the Weill Cornell Physician Organization-are engaged in world-class clinical care and cutting-edge research that connect patients to the latest treatment innovations and prevention strategies. Located in the heart of the Upper East Side's scientific corridor, Weill Cornell Medicine's powerful network of collaborators extends to its parent university Cornell University; to Qatar, where an international campus offers a U.S. medical degree; and to programs in Tanzania, Haiti, Brazil, Austria and Turkey. Our medical practices serve communities throughout New York City, and our faculty provide comprehensive care at NewYork-Presbyterian Hospital/Weill Cornell Medical Center, NewYork-Presbyterian/Lower Manhattan Hospital, and NewYork-Presbyterian/Queens. At Weill Cornell Medicine, we work together to treat each individual, not just their conditions or illnesses, as we strive to deliver the finest possible care for our patients - the center of everything we do. Weill Cornell Medicine is an Equal Employment Opportunity Employer. Weill Cornell Medicine provides equal employment opportunities to all qualified applicants without regard to race, sex, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, or genetic information.