Senior Business Systems Analyst – ServiceNow

This is a fully remote position, open to applicants in California.

📋 Description

• Manage all phases of the software development lifecycle for comprehensive software solutions across the enterprise.

• Assess, analyze, and document the needs of business units, workflows, program functionalities, and technical processes.

• Facilitate collaborative discussions between business and IT regarding requirements and solutions, along with stakeholder review meetings.

• Offer analytical system solutions tailored for key stakeholders.

• Detect functional gaps in software and identify opportunities for enhancements.

• Work closely with product owners to develop product backlogs utilizing Agile methodologies.

• Generate user stories complete with acceptance criteria.

• Act as a technical subject matter expert by leading or engaging in complex projects from inception through to completion.

• Take part in scrum activities such as daily scrums, sprint planning, backlog refinement, sprint retrospectives, and reviews.

• Promote Agile practices and spearhead service improvements.

• Design, develop, and document process flows, technical requirements, specifications, diagrams, scenarios, mockups, and models.

• Provide Tier 3 application support and resolve internal tickets associated with enterprise software solutions.

• Address issues, facilitate triaging, evaluate risks, and act as an escalation point for incident management.

• Oversee software upgrades and administrative tasks, including forms, fields, reports, saved searches, dashboards, workflows, role-based access, and reporting.

• Resolve intricate application requests and reported issues through diligent information gathering and ticket escalation.

• Keep users updated on the status of issues and resolutions in line with service level agreements.

• Collaborate with third-party vendors and internal technical teams on software requirements and production challenges.

• Maintain strong relationships with business units, technical teams, and service providers.

• Participate in after-hours on-call support for critical impairments and major outages.

• Train and mentor BSA I and BSA II team members.

• Contribute to departmental process enhancement initiatives.

⛳️ Requirements

• A minimum of a four-year degree in Information Technology, Project Management, or Business Administration, or 6 years of relevant experience.

• A Bachelor’s degree in Business Administration, Accounting, Information Technology, Engineering, Management, or a related field is preferred.

• Equivalent work experience may be accepted in place of a four-year degree.

• Seven or more years of experience in financial or health services, including technical business analysis, product development, and process improvement.

• Strongly desired experience working in an Agile environment or within the Azure ecosystem (DevOps).

• Advanced knowledge of enterprise-wide software solutions.

• Familiarity with Agile development practices.

• Understanding of financial industry concepts, practices, and guidelines.

• Knowledge of Credit Union products, services, and operational procedures.

• Exceptional oral communication, presentation, and technical writing abilities.

• Strong skills in research, technical analysis, planning, and organization.

• Ability to apply logical reasoning when interpreting data.

• Experience with small to medium enterprise software systems and capacity to quickly learn new systems.

• Capability to analyze and document technical business processes.

• Ability to observe, examine, evaluate, and propose recommendations.

• Willingness to engage in projects and assist with system upgrades and enhancements.

• Strong PC proficiency.

• Ability to work extended hours, weekends, and under pressure as necessary.

• Availability to carry and respond to a cell phone seven days a week.

• Capacity to lift 20 lbs. as required.

• Licenses/certifications: None.

🏝️ Benefits

• Flexible remote work options.

• Opportunities for training and mentorship.

• Preference for Agile certification opportunities.

• Provision of hearing enhancement devices if necessary.

• Participation in seminars and vendor group meetings.

• On-call support compensation details are not specified.