Business Systems Analyst - IT ServiceNow

at Illinois Tollway in Downers Grove, Illinois, United States

Job Description

Position Responsibilities 

• Responsibilities include gathering requirements, gap analysis, process flow analysis; buy versus build analysis, cost/benefit justification, feasibility studies, creating prototypes and contributing to implementation plans following the approved software development methodology. 
• Plans, develops, and implements techniques for gathering requirements and interpreting data, establishes and maintains professional relationships with pertinent process and systems owners to promote an effective partnership between the technical and business components of the Illinois Tollway. 
• Research, identify and document the subsystems, as well as become a subject matter expert for the respective business system and/or processes. 
• Create the stories based on the requirements.
• Serve as liaison between Tollway personnel and system vendors. 
• Reports to Deputy Chief of IT Project Management. 

Position Description 

• Investigate and analyze the assigned business processes to determine fit within ServiceNow. Documenting the requirements for review/approval and then document the stories to deliver specific ServiceNow functionality within ServiceNow. 
• Utilizes system/functional design documentation, flowcharting, story boarding, interviews staff and stakeholders and documents related systems processes to create a detailed specification of complex workflows. 
• Additional duties may include the preparation of process flow diagrams, task descriptions, document and data flows, identification of decision points/criteria, workflow analysis and determination and documentation of process interdependencies. 
• Utilize business system understanding to become a Subject Matter Expert (SME) on impact of changes to ServiceNow or its integrated set of systems and subsystems.  

Education (Required)

• High School graduate or GED equivalent is required for this position 

Education (Preferred) 

• Bachelor’s degree in Business Administration, Computer Science, Management Information Systems, or related field. Coursework in Business is desired.

Skills and Qualifications (Required) 

• Five (5) years of application analysis and design experience meeting business needs and/or application development with at least three (3) years of emphasis on ServiceNow as an Analyst. 
• Proficient understanding of at least three (3) ServiceNow modules (ITSM, SPM, HAM, Contract Mgmt., SAMPro, CMDB, Change Mgmt., Mobile Agent, Event Mgmt., Knowledge, etc.)
• Comprehensive knowledge of procedures and techniques of conducting requirement gathering, feasibility and design studies, understanding relational database design and modeling, graphical interface and development of technical implementation and optimization of business systems. 
• Excellent knowledge of Microsoft Word, Excel, PowerPoint, and Outlook. 
• Meeting facilitation skills is required.
• Excellent oral and written communication skills. 
• Attention to detail is required. 
• Excellent analytical skills are required. 

The Illinois Tollway is committed to creating a diverse environment and is proud to be an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, marital status, national origin or ancestry, disability, unfavorable discharge from military services, age, order of protection status, military status, sex or sexual orientation.