About the role

The Business Analyst and Process Owner will define and prioritize product backlogs while acting as a liaison between business stakeholders and engineering teams. They are responsible for designing process roadmaps, ensuring process efficiency, and delivering training to maintain high standards across the ServiceNow platform.

What they look for

ServiceNow Business Analysis Process Improvement User Stories Product Backlog Stakeholder Management Data Modeling IT Service Management IT Asset Management IT Operations Management Design Thinking KPI Definition Requirement Gathering Test Planning Process Documentation Change Management

Requirements

Candidates must hold a Bachelor's degree in IT or a related field and possess at least 5 years of experience in business analysis. Additionally, a minimum of 3 years of experience working with the ServiceNow platform is required, along with strong problem-solving and communication skills.

Full description

Eaton’s Corporate Sector division is currently seeking a IT Business Analyst & Process Owner ServiceNow.

What you’ll do:

The Business Analyst works closely with the Product Owner to define, refine, and decompose epics and user stories into the product backlog. They work with the product owner to prioritize epics and stories that ultimately feed into a product roadmap. Their understanding of what should be built is derived from working with stakeholders to gain an in-depth understanding of critical application requirements.

The Business Analyst is also the primary point of contact for the engineering team to gain user story clarification and direction. They act as a liaison between engineering and the business. They have a deep understanding of the acceptance criteria for user stories and have influence on how a solution should be designed to meet the requirements.

The Process Owner ensures the effectiveness and efficiency of IT Process(es) within an organization; Produces Process Documentation and Training materials; Delivers regular training and coaching; Strives for industry best practices as the basis for the Process; Gathers, understands, and implements efficiency and improvement opportunities via Benchmarking and Customer & Stakeholder Engagement; Regularly reviews Metrics and Trending to ensure health of the Process; and acts as the first point of contact for the Process area.

Job Responsibilities -Gain a deep understanding of what the business outcome is that is looking to be accomplished. Ability to clearly articulate this vision to the IT team and gain buy in. - Support the Product Owner team in decomposition of epics into features and user stories - Support the Product Owner team in prioritization of the product backlog - Support estimation of epics, features, technical enablers, and user stories - Ensure the readiness of user stories with clear definitions of ready criteria (DoR) - Support issue resolution within the product - Verify and validate user stories and solutions - Clarify user stories and business questions raised by the team - Work with key stakeholders to identify, understand, and help innovate solutions that will meet their needs. - Identify and document test scenarios and test data by working closely with the Test team - Act as liaison between business stakeholders and the technical team ensuring user story completeness - Analyze data models to deliver logical conclusions - Work with business stakeholders to define the data required for product operation - Designs and communicates Process Vision, Roadmap, and Enhancements to meet customer/business needs - Communicates goals for Process increments and releases - Manages partnership with Process users, stakeholders, and customers - Owns support issue resolution on a Process level - Develops and maintains Process’ Test Plans, and is responsible for ensuring proper Testing of the Processes is completed - Functional expert in areas related to the Product - Evangelist for the Processes throughout the enterprise and ensures proper usage - Works closely with business stakeholders, understands their priorities, defines business outcomes and KPIs for the Processes in collaboration with key stakeholders

Qualifications:

Education level required - Bachelor's degree in IT or related (Must)

Years and area of experience required - 5+ years of experience in business analysis or a related field working on moderate to highly complex technology projects and programs. - 3+ years of experience working with ServiceNow

Technical knowledge - Being proficient in inventing processes or systems needed to implement changes - Understanding of tools used to analyze data models to deliver logical conclusions - Competence in writing reports and making presentations to highlight the effect of changes made - Understanding of testing software tools - Awareness of existing technology platforms and emerging technologies to determine potential outcomes that can be achieved through current applications and new offerings. - Understanding of the ServiceNow Platform, including the modules: IT Service Management, IT Asset Management, IT Operations Management. - A deep understanding of the Process(es), including knowledge of the Process flow, inputs, outputs, and associated activities - Problem-Solving Abilities - Process Owners should be adept at identifying issues, analyzing root causes, and implementing corrective actions. - Deep understanding of user, stakeholder, & customers needs - Process roadmap creation and vision articulation - Fully bilingual

Skills:

Soft skills - Strong communication and interpersonal skills to interact with senior-level management regarding the implementation of changes - Familiarity with design thinking methodologies - Ability to influence product roadmaps - The ability to work with colleagues and stakeholders to gain an in-depth understanding of critical business requirements - Data orientation and ability to make data-based decisions - Comfortable working directly with business leaders, external customers, and engineers - Proven ability to drive change across organizational boundaries - Experience working with diverse, global cultures, organizations and teams - Passion for Process area and customer experience - Customer & stakeholder engagement and communications skills

All positions may require participation in video and in-person interviews as part of the hiring process. All candidates will be evaluated based on job-related competencies, and all candidates’ privacy rights and data security will be protected in accordance with applicable laws.

We are committed to ensuring equal employment opportunities for job applicants and employees. Our recruitment processes use balanced selection criteria and avoid unlawful discrimination against applicants on the basis of their age, colour, disability, marital status, national origin, gender, gender identity, genetic information, race or racial origin, religion, sexual orientation or any other status protected or required by law.