Senior ServiceNow Business Analyst

23-Sep-2022

Harvard Law School

60035BR

Job Summary

The Senior ServiceNow Business Analyst leads the growth and operations of ServiceNow in support of the Harvard Law School community. A broad cross-section of service providers within the Law School utilize ServiceNow, in order to deliver an exceptional service experience to our faculty, staff and students. The Analyst works with existing and prospective internal clients to understand their business needs, determine the best approach to fulfill their objectives, and implement those solutions within ServiceNow, based on priorities set by the Business Owner. In addition, the Analyst will direct and perform full-lifecycle activities, such as upgrades, quality testing, deployments, and training.  The successful candidate will thrive in a nimble, Agile implementation environment, and enjoy working with a variety of technical and non-technical partners and clients. 

Position Description

As a Senior ServiceNow Business Analyst, you will:

• Guide clients through business process analysis, to support implementation of improved, efficient solutions 

• Partner with clients to develop effective, prioritized user story requirements 

• Manage vendor engagements, including negotiation of statements of work 

• Lead implementations, utilizing iterative, Agile methodologies, to ensure the highest value is delivered to the Client, within the resources allocated 

• Identify, analyze, and mitigate project risks  

• Assist in designing solutions to business requirements 

• Manage client relationships and expectations with a clear, timely communication process 

• Collaborate with team members to troubleshoot and resolve bugs 

• Provide guidance and support to the quality assurance team during testing phases 

• Document system and operational processes 

Position Description

The Senior ServiceNow Business Analyst leads the growth and operations of ServiceNow in support of the Harvard Law School community. A broad cross-section of service providers within the Law School utilize ServiceNow, in order to deliver an exceptional service experience to our faculty, staff and students. The Analyst works with existing and prospective internal clients to understand their business needs, determine the best approach to fulfill their objectives, and implement those solutions within ServiceNow, based on priorities set by the Business Owner. In addition, the Analyst will direct and perform full-lifecycle activities, such as upgrades, quality testing, deployments, and training.  The successful candidate will thrive in a nimble, Agile implementation environment, and enjoy working with a variety of technical and non-technical partners and clients. 

As a Senior ServiceNow Business Analyst, you will:

• Guide clients through business process analysis, to support implementation of improved, efficient solutions 

• Partner with clients to develop effective, prioritized user story requirements 

• Manage vendor engagements, including negotiation of statements of work 

• Lead implementations, utilizing iterative, Agile methodologies, to ensure the highest value is delivered to the Client, within the resources allocated 

• Identify, analyze, and mitigate project risks  

• Assist in designing solutions to business requirements 

• Manage client relationships and expectations with a clear, timely communication process 

• Collaborate with team members to troubleshoot and resolve bugs 

• Provide guidance and support to the quality assurance team during testing phases 

• Document system and operational processes 

Basic Qualifications

• Minimum of five years’ post-secondary education or relevant work experience

Additional Qualifications and Skills

We are looking for people who have/are:

• In depth experience with ServiceNow. Proficiency in maintaining and enhancing a ServiceNow instance serving a medium (e.g. 3000+) community of end-users, with multiple service providers 

• Strong client consulting skills, with ability to work with diverse technical and non-technical clients 

• Proven track record guiding clients in business process improvements 

• Experience implementing projects via iterative methodologies, such as Agile/Scrum 

• Ability to effectively influence project team and stakeholders through clearly stated objectives and plans 

• Excellent organizational skills, including time management and ability to prioritize multiple, simultaneous requests 

• A strong team player with a positive attitude, and committed to the success of the overall team 

Certificates and Licenses

• Completion of Harvard IT Academy specified foundational courses (or external equivalent) preferred

Working Conditions

Hybrid on-campus/remote – Two days per week average working on campus, based on business cycle and organizational needs

Additional Information

We regret that Harvard Law School is unable to provide visa sponsorship for staff positions.
All offers to be made by HLS Human Resources.

Be a part of excellence and leadership in legal education and scholarship at Harvard Law School. We are a community of talented people from diverse backgrounds, lived experiences, and perspectives, dedicated to advancing the cause of justice all over the world. We value our differences and our diversity as a source of strength. We are committed to developing and inspiring our students and our workforce. Whoever you are, whatever you do, however you do it, Harvard Law School  is a place where you can thrive. 

Job Function

Information Technology

Location

USA – MA – Cambridge

Job Code

I0858P IT Business Analysis Prfss IV

Department

Information Technology Services

Union

00 – Non Union, Exempt or Temporary

Pre-Employment Screening

Criminal, Education, Identity

Commitment to Equity, Diversity, Inclusion, and Belonging

Harvard University views equity, diversity, inclusion, and belonging as the pathway to achieving inclusive excellence and fostering a campus culture where everyone can thrive. We strive to create a community that draws upon the widest possible pool of talent to unify excellence and diversity while fully embracing individuals from varied backgrounds, cultures, races, identities, life experiences, perspectives, beliefs, and values.

EEO Statement

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, gender identity, sexual orientation, pregnancy and pregnancy-related conditions, or any other characteristic protected by law.