ServiceNow Technical Business Analyst

ServiceNow Technical Business Analyst

As a ServiceNow Technical Business Analyst at Aon, you will be responsible for performing software configuration and support. This includes screen tailoring, workflow administration, report setup, data imports, and providing support for incident and catalog tasks (BAU operations). You will adapt existing methods and procedures to create solutions for complex requirements, using considerable judgment to solve challenging problems.

Aon is dedicated to making better decisions that protect and enrich lives globally. We are a united, inclusive, and diverse organization, passionate about supporting our colleagues and clients to achieve success.

What the Day Will Look Like

• Developing, improving, and sustaining functional requirements, user stories, use cases, and related deliverables to satisfy collaborator needs.
• Aligning solution builds with platform standards and established guidelines, and ensuring accurate documentation.
• Ensuring delivery oversight and serving as the single point of contact for designated products and portfolios.
• Proactively finding opportunities to enhance business value through platform features.
• Leading Product/Portfolio Governance Demand Boards, working alongside partners to grasp changing business requirements, adoption, and keeping governance documentation up to date (demand management, sprint planning, etc.).

Your ServiceNow experience will include debugging and developing scripts, configuring tools, building solutions, technical setup, and deployment. You must be proficient in developing on the ServiceNow platform, including modifying core applications like Incident, Problem, Change, Service Catalog, and ESM. Responsibilities also cover the administration of a ServiceNow instance, including the delegation of groups, workflows, business rules, UI actions, UI policies, ACLs, dictionary, catalog items, and updates of all other existing solution revisions.

Effective communication skills and an understanding of the ITIL framework are crucial. You will partner with Aon Service Delivery and ITSM teams to deeply understand their requirements, collecting, reviewing, analyzing, and managing business, user, and system requirements from Aon collaborators to build clear, concise, and accurate user stories. You will connect business and technology to guarantee shared understanding and agreement, addressing functional requirements for business needs alongside non-functional requirements like quality attributes, scalability, interfaces, and constraints.

You will convey business requirements and build concepts with models such as gap analysis, use cases, prototypes, etc., as appropriate. You'll develop, improve, and sustain functional requirements/user stories/use cases and related deliverables – process flows, test cases, etc., to meet development and partner needs. Additionally, you will improve initial demand requests, add required collaborators, prioritize, and approve demands in collaboration with partners, working closely with developers to assess effort and categorize/prioritize accordingly.

Ensuring solution builds align with platform standards and are accurately documented is key. For customizations, you'll secure necessary approvals and update the Technical Debt Register. You will direct and/or carry out the UAT process through smoke testing, test case verification, and securing business approvals for upcoming deployments, scheduling show-back sessions for projects and major requirements before launch. Effective quality and time management, code review, and checklist validation are also part of the role. The Business Analyst is ultimately responsible for the overall outcomes of demands, including tracking defects to measure outcomes.

You will engage cooperatively with the team, exchanging information and coordinating efforts to avoid clashes. All projects and significant requests must be shared during Daily stand-ups or team meetings. This role performs a governance and advisory function, acting as the single point of contact for designated products and portfolios, actively seeking opportunities to enhance business value through platform features. You will ensure proactive reports for subscription usage and demand management efficiency are scheduled and sent to Product owners monthly, with a detailed roadmap shared and updated ongoing.

You will chair the Product/Portfolio Governance Demand Board, convening regularly with partners to understand changing business requirements and promote engagement. Maintaining minutes in a central tracker (demand management, sprint planning, retrospective, roadmap, innovation opportunities, adoption, user experience, defects, etc.) and distributing agendas in advance are also key. Finally, you will ensure the platform remains stable and user-friendly across production and non-production settings, perform proactive platform maintenance, lead platform upgrade planning and execution, and resolve technical blocking issues, including responding to defects.

What Sets This Opportunity Apart

This role offers the chance to join a world-class team committed to impeccable performance and continuous progress. At Aon, you'll collaborate with motivated colleagues in an inclusive atmosphere that fosters innovation and empowers you to contribute meaningfully while advancing your career.

Skills and Experience That Will Lead To Success

• Bachelors/Masters in Computer Science or equivalent experience.
• ITIL Foundation Certified preferred.
• ServiceNow Certified Administrator preferred.
• ServiceNow Certified Application Developer (CAD) credential would be a plus.
• Agile/Scrum certification would be beneficial.
• Effective communication skills.

Key Skills/Competency

• ServiceNow Platform
• Business Analysis
• ITIL Framework
• Workflow Administration
• Requirement Gathering
• System Configuration
• Scripting & Debugging
• UAT & Testing
• Stakeholder Management
• Agile/Scrum