Manager ServiceNow Business Analyst

We are seeking a highly skilled and experienced Manager of ServiceNow Business Analyst to lead and oversee a team of 8 -10 Business Analysts. The ideal candidate will possess strong leadership capabilities, exceptional analytical skills, and the ability to effectively collaborate with cross-functional teams.

Requirements

• Provide direction, mentorship, and support to a team of business analysts
• Plan and allocate resources for short-term and long-term projects
• Conduct regular performance evaluations, set goals, and provide feedback to team members
• Lead joint application design (JAD) sessions with stakeholders
• Translate complex business needs into functional and technical requirements
• Organize requirements into functional categories, perform gap analyses, and develop practical, scalable solutions
• Work closely with QA to develop test scenarios and ensure test coverage aligns with business objectives
• Create and maintain process documentation, system documentation, user stories, acceptance criteria, and implementation plans
• Manage the full lifecycle of requirements from elicitation through approval, ensuring traceability and validation
• Represent both client and consulting teams in cross-functional initiatives
• Work directly with clients to clarify system capabilities, address procedural issues, and deliver functional optimizations
• Provide expert insights on relevant modules and advise clients on potential enhancements and roadmap alignment
• Present deliverables to stakeholders, ensuring alignment with strategic objectives
• Organize, write, edit, and publish detailed and user-centric documentation for features and functionality
• Partner with engineering, product management, and technical teams to develop deep knowledge of solutions and produce accurate documentation
• Coordinate and lead documentation initiatives, defining scope, timelines, and assigning tasks to team members
• Establish consistency in terminology and formatting across systems and documentation sets
• Proactively identify documentation gaps that impact user experience and suggest improvements
• Lead large and complex projects and collaborate across multidisciplinary teams
• Participate in business development efforts including proposal development, presentations, and solutioning
• Evaluate new software products for applicability to business needs and provide recommendations
• Serve as a mentor or escalation point for less experienced analysts and cross-functional partners
• Participate in system maintenance and continuous improvement, focusing on usability and system value

Benefits

• Competitive salary
• Health insurance
• Paid time off
• Retirement plan
• Equal opportunity employer