ServiceNow Business Analyst

Job Description

We are passionate people focused on transforming the customer experience and dedicated to creating innovative solutions to address the unique challenges of our extraordinary scale

Job Summary

Job Description

We are seeking a ServiceNow Business Analyst to support ServiceNow application who has experience working in IT System Management (ITSM), Configuration Management Database (CMDB), and Service Catalog areas. The Business Analyst will work with various business verticals to collect, clarify, analyze, and translate business requirements into functional and design documents. This position works in parallel with our development team to ensure requirements are technically feasible, plan and prioritize demands, and construct detailed user stories with acceptance criteria in an agile/scrum framework.

Our mission in Reliability Engineering (RE) at Comcast is simple: Use innovative software and tools to transform operations in order to improve the performance of our network and products for our residential and business customers. We are on a journey to redefine how people, process and technology come together to create the necessary capabilities enabling world-class business and technology operations. At the core of this transformation are the products the RE Innovation team builds to support ITSM and ITOM processes, customer troubleshooting and enablement.

This Business Analyst will be encouraged to become fully integrated with the ITSM team, so they are viewed as the go to person in ServiceNow and can connect with the engineering team to design and deliver functionality to ensure Comcast employees can receive the technology services they need quickly and efficiently.

Core Responsibilities

• Act as the ServiceNow resource and implementation specialist to recommend solutions and designs for the enterprise platform.
• Maintain a solid understanding of the current ITSM process and
• Serve as the business representative and advocate. Embraces the perspective when defining user journeys and story maps to identify underlying business needs, recognize trends and anticipate future needs.
• Produce User Stories with detailed acceptance criteria and functional test scenarios, in accordance with agile guidelines.
• Analyzes and revises existing system logic difficulties and documentation, as vital.
• Prepares detailed specifications from which programs will be written.
• Includes analysis of business and user needs, documentation of requirements and translation into accurate system requirement specifications.
• Identifies and assesses probable interactions of related computer systems and predicts impact of a change in assigned system.
• May review proposals, including gathering facts, analyzing data and preparing project overview which compares alternatives in terms of cost, time, availability of equipment and personnel etc. Recommends course of action.
• Functions as a liaison between the client, community and internal information technology and/or external software vendors to develop system solutions to processing systems or business problems.
• Interacts closely with a matrixed multi-functional team, both field and corporate, in order to secure alignment and solution excellence.
• Builds clearly defined and mutually agreeable success metrics for each new system or process and establishes a plan to track, monitor and measure the success of those metrics.
• Ensures data quality and integrity across data-specific application implementations.
• Supports the testing team and business users in validating that the programs meet the requirements.
• Leads/owns direction of the project(s) with limited mentorship.
• Consistent exercise of independent judgment and discretion in matters of significance.
• Other duties and responsibilities as assigned.

Qualifications:

• The ability to conceptualize business processes and recognize areas for process optimization is a must.

Disclaimer:

• This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Comcast is an EOE/Veterans/Disabled/LGBT employer.

Education

Bachelor's Degree

Relevant Work Experience

7-10 Years

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.