Senior Business Analyst

Senior Business Analyst, ServiceNow Business Affairs: University IT (UIT), Redwood City, California, United States Information Technology Services Jan 17, 2025 Post Date 105680 Requisition Job Purpose:

Are you an experienced ServiceNow Analyst? Then, you may want to join Stanford's Enterprise Technology team to work on ServiceNow Implementation and support services. In this position, you will influence strategic direction and specify requirements and/or design solutions for business information systems and incorporate new technical systems to improve work-flow, production, efficiency and effectiveness. May serve as project manager on the ServiceNow Platform and interrelated applications. The role is responsible for complex analysis work typically involving multi-project development and broad functional/technical disciplines. The responsibilities include hands-on work and also mentoring other analysts in the team. Additional responsibilities include the presentation of proof of concepts, demo solutions to appropriate stakeholders, and collaboration with project managers, technical architects, and supporting team members.

This position is eligible for a hybrid work arrangement.

Core Duties:

•  Knowledge of computer system capabilities, business processes, and workflow. Will need to lead and coordinate business owners needs in evaluating the requirements, evaluate potential for automating existing or proposed work functions, review, research, and evaluate feature, functionality, and modules of ServiceNow to determine usefulness and appropriateness.
•  Current knowledge of rapidly changing computer technology. Will need to evaluate and design requirements to scale for future needs and cross-functional teams
•  Extensive experience with enterprise applications and understanding of database-driven applications. Will need to analyze data and create operational and analytical reports for project team and end-users
•  Knowledge of principles and techniques used in conducting management studies and systems analysis. Will need to innovatively design systems for integration, longevity and to keep up with industry trends and standards
•  Will need to approach problems logically and systematically to resolve issues and problems
•  Strong understanding of the software development life cycle (SDLC) and project management skills as needed, including task prioritization and resource planning. Will have to plan, direct, coordinate, monitor and review the work during all phases of the project.
•  Ability to design and document complex business systems. Will need to create workflows, write user stories and acceptance criteria, develop user acceptance tests and lead testing activities.
•  Strong listening, negotiation and conflict resolution skills. Will need to conduct interviews and facilitate group meetings with user community and project team members
•  Excellent communication skills, both written and verbal, including the ability to bridge functional and technical resources by communicating effectively with individuals of varying systems expertise and business needs. Education & Experience:

•  Bachelor's degree and eight years relevant experience or a combination of education and relevant experience. Required Knowledge, Skills, and Abilities:

•  Knowledge of ITIL concepts
•  Ability to quickly learn and adapt to new technologies and programming tools.
•  Demonstrated experience in designing, developing, testing, and deploying applications.
•  Strong understanding of data design, architecture, relational databases, and data modeling.
•  Thorough understanding of all aspects of software development lifecycle and quality control practices.
•  Ability to define and solve logical problems for highly technical applications.
•  Strong communication skills with both technical and non-technical clients.
•  Strong meeting management skills
•  Demonstrated experience leading activities on structured team development projects.
•  Ability to select, adapt, and effectively use a variety of programming methods.
•  Ability to recognize and recommend needed changes in user and/or operations procedures.

Desired Knowledge, Skills, and Abilities:

•  Extensive experience with ServiceNow ITSM modules , including Incident, Problem,
•  Change, Knowledge, Major Incident and Request Management.
•  Strong implementation knowledge of the CSDM (Common Service Data Model) framework, including designing and maintaining service-oriented architectures.
•  Expertise in IT Asset Management (ITAM), including Hardware Asset Management (HAM) or Software Asset Management (SAM), with in-depth understanding of configuration management and asset lifecycle processes.
•  Proficiency in Service Portfolio Management (SPM) , Application Portfolio Management (APM) , and Service Catalog Management , including creating catalog items, record producers, workflows, and automations using Flow Designer.
•  Ability to gather and document business requirements, write detailed user stories, and define acceptance criteria using Agile/Scrum methodologies.
•  Skilled in conducting workshops and facilitating discussions with business stakeholders to ensure process alignment with system capabilities.
•  Knowledge of ServiceNow APIs , Integration Hub , and web services ( REST/SOAP ) for integrating with third-party enterprise systems.
•  Experience with platform governance , including release and change management, and adhering to ServiceNow environment best practices.
•  Expertise in designing and delivering ServiceNow Performance Analytics dashboards, reports , and KPIs following ITSM best practices. Ability to define, document, and build reports that align with business goals and service level agreements (SLAs).
•   Prefer to have good knowledge of the ServiceNow Mobile App , including mobile-first design and implementation capabilities.
•   Prefer to have familiarity with AI-driven features in ServiceNow , such as Predictive Intelligence, Now Assist , and related automation technologies
•   Prefer to have experience of building reports using Tableau or Microsoft Power BI or Snowflake or AWS Redshift or Google Quicksight.
•  Strong project management skills, including managing ServiceNow implementations through Agile delivery , sprint planning, backlog refinement, and release scheduling.
•  Proven ability to collaborate effectively with cross-functional teams, including product managers, developers, and process owners, ensuring timely and high-quality delivery of business solutions.
•  Familiarity with ITIL v4 best practices , including Service Design, Service Transition, and Continual Service Improvement, with a focus on process standardization and operational excellence.
•  Strong analytical and problem-solving skills, with the ability to translate business requirements into scalable, efficient, and innovative ServiceNow solutions. Certifications and Licenses:

•  Must have ServiceNow Administrator or ServiceNow ITSM Implementation Specialist Certification
•  Must have ITIL V3 or V4 certification
•  ServiceNow SPM Implementation Specialist, ServiceNow CSM Implementation Specialist, Micro-Certification - Performance Analytics are nice to have.

Physical Requirements :

•  Constantly perform desk-based computer tasks.
•  Frequently sit, grasp lightly/fine manipulation.
•  Occasionally stand/walk, writing by hand.
•  Rarely use a telephone, lift/carry/push/pull objects that weigh up to 10 pounds. Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of the job.

Working Conditions:

•  May work extended hours, evenings, and weekends. Work Standards:

•  Interpersonal Skills: Demonstrates the ability to work well with Stanford colleagues and clients and with external organizations.
•  Promote Culture of Safety: Demonstrates commitment to personal responsibility and value for safety; communicates safety concerns; uses and promotes safe behaviors based on training and lessons learned.
•  Subject to and expected to stay in sync with all applicable University policies and procedures, including but not limited to the personnel policies and other policies found in Stanford's Administrative Guide, .
Pay Range:
The expected pay range for this position is $150,219 - 174,672 per ANNUM.

Stanford University provides pay ranges representing its good faith estimate of what the university reasonably expects to pay for a position. The pay offered to a selected candidate will be determined based on factors such as (but not limited to) the scope and responsibilities of the position, the qualifications of the selected candidate, departmental budget availability, internal equity, geographic location and external market pay for comparable jobs.

At Stanford University, base pay represents only one aspect of the comprehensive rewards package. The Cardinal at Work website ( click apply for full job details