Business Systems Analyst| ServiceNow (Remote)

Who is Trace3?

Trace3 is a leading Transformative IT Authority, providing unique technology solutions and consulting services to our clients. Equipped with elite engineering and dynamic innovation, we empower IT executives and their organizations to achieve competitive advantage through a process of Integrate, Automate, Innovate.

Our culture at Trace3 embodies the spirit of a startup with the advantage of a scalable business. Employees can grow their career and have fun while doing it!

Trace3 is headquartered in Irvine, California. We employ more than 1,200 people all over the United States. Our major field office locations include Denver, Indianapolis, Grand Rapids, Lexington, Los Angeles, Louisville, Texas, San Francisco.  

Ready to discover the possibilities that live in technology?

Come Join Us!

Street-Smart - Thriving in Dynamic Times

We are flexible and resilient in a fast-changing environment. We continuously innovate and drive constructive change while keeping a focus on the “big picture.” We exercise sound business judgment in making high-quality decisions in a timely and cost-effective manner. We are highly creative and can dig deep within ourselves to find positive solutions to different problems.

Juice - The “Stuff” it takes to be a Needle Mover

We get things done and drive results. We lead without a title, empowering others through a can-do attitude. We look forward to the goal, mentally mapping out every checkpoint on the pathway to success, and visualizing what the final destination looks and feels like.

Teamwork - Humble, Hungry and Smart

We are humble individuals who understand how our job impacts the company's mission. We treat others with respect, admit mistakes, give credit where it’s due and demonstrate transparency. We “bring the weather” by exhibiting positive leadership and solution-focused thinking. We hug people in their trials, struggles, and failures – not just their success. We appreciate the individuality of the people around us.

About the Role:

The Business Systems Analyst will play a critical role in understanding and translating business needs into technical requirements with a focus on our Trace3 ServiceNow instance and ServiceNow integrations for our customers and other IT related products and services.

This role requires a deep understanding of IT service management (ITSM) processes, strong analytical skills, and the ability to effectively communicate with both technical and non-technical stakeholders and our customers.

The ideal candidate will have experience in Managed Services or with a Value-Added Reseller (VAR). ServiceNow implementation, configuration and administration. Also, should have additional expertise in IT product and services, such as monitoring tools, ticketing systems, and automation platforms. 

What You’ll Do:

• Collaborate with stakeholders to gather and document business requirements for ServiceNow and other IT related products we use internally or for our customers.
• Conduct interviews, workshops, and surveys to understand business needs and workflows.
• Analyze current business processes and workflows, identifying areas for improvement and optimization.
• Develop process maps and documentation to support business process reengineering efforts.
• Translate business requirements into functional and technical specifications.
• Work with IT teams to design solutions that meet business needs, leveraging ServiceNow and other relevant products.
• Create detailed documentation, including use cases, user stories, and acceptance criteria.
• Serve as a liaison between business stakeholders and IT teams, ensuring clear and effective communication.
• Provide regular updates to stakeholders on project progress, risks, and issues.
• Support the implementation of IT solutions, ensuring they meet specified requirements.
• Lead and participate in testing activities, including the creation of test plans and test cases.
• Assist in user acceptance testing (UAT) and ensure defects are tracked and resolved.
• Develop training materials and conduct training sessions for end-users on new systems and processes.
• Provide ongoing support to users, addressing any issues or concerns.
• Monitor the performance of implemented solutions and identify opportunities for further enhancements.

Qualifications & Interests:

• Minimum 5+ years’ experience as an IT Business Analyst, with a focus on ITSM and Managed Services.
• 3+ years’ experience working with ServiceNow, including implementation, configuration, and administration.
• 3+ years’ experience with other IT products used in Managed Services, such as monitoring tools, ticketing systems, and automation platforms.
• 5+ years’ creating detailed documentation, including functional specifications, process maps, and user stories.
• 3+ years working in Agile, Scrum, Scrumban or Kanban.
• 3+ years working on customer related ServiceNow integrations and modules such as ITSM and ITOM.
• Familiarity with scripting languages and ServiceNow development.
• Knowledge of ITIL best practices and certification (e.g., ITIL Foundation) is preferred.
• Certification in business analysis (e.g., CBAP, CCBA) is preferred.
• ServiceNow Certified System Administrator or ServiceNow Certified Implementation Specialist is preferred.
• Strong analytical and problem-solving skills, with the ability to understand complex business processes and technical requirements.
• Excellent communication and interpersonal skills, with the ability to work effectively with diverse stakeholders.
• Strong organizational skills and the ability to manage multiple and changing priorities while meeting deadlines.
• Excellent written and verbal communication skills.

The Perks:

• Comprehensive medical, dental and vision plans for you and your dependents
• 401(k) Retirement Plan with Employer Match, 529 College Savings Plan, Health Savings Account, Life Insurance, and Long-Term Disability
• Competitive Compensation
• Training and development programs
• Stocked kitchen with snacks and beverages
• Collaborative and cool culture
• Work-life balance and generous paid time off

***To all recruitment agencies: Trace3 does not accept unsolicited agency resumes/CVs. Please do not forward resumes/CVs to our careers email addresses, Trace3 employees or any other company location. Trace3 is not responsible for any fees related to unsolicited resumes/CVs.

Last updated on Aug 14, 2024