Jobs at Servicenow in United States

Job Description:

Join our Team: Senior Business Analyst - Service Now
Lurgan 37.75 hours per week

Join our team at Terex and embark on an exciting opportunity as we seek a skilled and dedicated Senior Business Analyst to contribute to the End User Support team.

Seeking an experienced and skilled Business Analyst with a background in ServiceNow. You will be responsible for managing and maintaining the ServiceNow platform to ensure it operates efficiently and effectively drive the design, implementation, and optimization of our ServiceNow solutions, ensuring we meet our strategic goals and deliver high quality IT user support. Terex have invested in the MoveWorks AI Assistant solution, and this is an opportunity to lead the adoption of Generative AI to change the way we support IT users across all of Terex and play a key role in the optimisation of IT support globally across Terex and enhancing the digital experience of our IT users.

Key Responsibilities:

Enable IT Service Management (ITSM) Platform Roadmap:

• Help develop and maintain a strategic roadmap for the ServiceNow ITSM platform, aligned with business goals and priorities.
• Work closely with stakeholders to understand business priorities and translate them into actionable plans and platform enhancements.
• Provide expert advice on ITSM best practices and trends, ensuring the platform evolves to meet business needs.

Solution design and process improvement:

• Work with the System Architects and Developers to design innovative solutions that address business challenges and align with Terex's strategic goals. Identify areas for process optimization and recommend improvements.
• Lead the planning, coordination, and execution of ServiceNow & Moveworks application upgrades, ensuring minimal disruption to business operations.
• Expand platform functionality and integrations into the ServiceNow platform to empower Terex IT users to work smarter.
• Expansion of Generative AI capabilities and deployment of innovative new solutions:
• Collaborate with external partners to integrate AI functionality into our ServiceNow ITSM platform, enabling advanced AI-driven automation and self-service capabilities.
• Analyse business processes and recommend opportunities for automation using Moveworks AI Assistant, including chatbot functionality, predictive analytics, and knowledge management.
• Ensure the successful implementation of AI-driven solutions by managing project timelines, resources, and communication between stakeholders.

Platform management and administration:

• Collaborate with stakeholders to gather, document, and analyze business requirements, translating them into functional specifications. Manage and prioritize the backlog, breaking down epics into detailed features and user stories.
• Serve as the primary contact for stakeholders utilizing our ITSM solutions, providing updates, managing expectations, and ensuring alignment with ServiceNow solutions. Communicate complex technical concepts to non-technical audiences.
• Create and maintain detailed project documentation, including requirements, process flows, use cases, and user stories. Participate in system and user acceptance testing to ensure solutions meet specified requirements and quality standards.

Skills & Qualifications:

• Bachelor's Degree in Business, Computer Science, Information Technology, or related field (or equivalent work experience).
• 5+ years experience in a Business Analyst role, working on application enhancement and delivery within a medium to large size company.
• Experience working with systems that support IT Service Management, strong preference for ServiceNow.
• An understanding of Incident management, problem management, change management, release management and configuration management as it relates to ITIL.
• Strong understanding of business process analysis and improvement methodologies.
• Ability to write high quality requirements documents, test plans, project plans, user guides, highlight reports and release notes.
• Be able to guide the technical teams, at a detailed level, on the functionality that needs to be developed and any changes / corrections that need to be made during the development lifecycle.
• Excellent written and verbal communication skills with a focus on collaboration and problem-solving.
• Experience with data analysis and creating dashboards or reports using business intelligence tools.
• Be able to take ownership of both technical and business issues.

Desirable Skills:

• Administration experience of a ServiceNow instance including the delegation of groups, workflows, business rules, UI actions, UI policies, ACLs, dictionary, catalogue items and updates of all other platform functionality.
• Experience with AI/Chatbot technology, particularly in the context of automating IT service management or customer support.
• Familiarity with Agile methodologies and the ability to work in iterative, fast-paced environments.
• ServiceNow certifications (such as Certified System Administrator, Certified Implementation Specialist) are preferred.

Travel: Willingness and ability to travel globally up to 10% of the time depending on assigned business and project initiatives.

Why Join Us:

• We are a global company, and our culture is defined by our Values - Integrity, Respect, Improvement, Servant Leadership, Courage, and Citizenship.
• Safety is an absolute way of life. We expect all team members to prioritize safety and commit to Zero Harm.
• Our top priority is creating an inclusive environment where every team member feels safe, supported, and valued.
• We make a positive impact by providing innovative solutions, engaging our people, and operating in a sustainable way.
• We are committed to helping team members reach their full potential.
• Through innovation and collaboration, our vision remains forward-looking, and we aim to be a catalyst for change, inspiring others to build a better world for generations.
• We offer competitive salaries, Team Member bonus of 5%, hybrid working, private healthcare, 32 days holiday, pension, life assurance, LinkedIn Learning, on site free parking, perks discount and much more!

This above description is non-exhaustive and there may be additional duties in accordance with the role.

If you are interested in an open position but feel you may not meet all the listed qualifications, we still encourage you to apply.

How to Apply:
To apply for this role and view all available positions within Terex, please visit our careers page: http://jobs.terex.com

Terex Overview:

Terex Corporation is a global industrial equipment manufacturer of materials processing machinery, waste and recycling solutions, mobile elevating work platforms (MEWPs), and equipment for the electric utility industry. We design, build, and support products used in maintenance, manufacturing, energy, minerals and materials management, construction, waste and recycling, and the entertainment industry. We provide best-in-class lifecycle support to our customers through our global parts and services organization, and offer complementary digital solutions, designed to help our customers maximize their return on their investment. Certain Terex products and solutions enable customers to reduce their impact on the environment including electric and hybrid offerings that deliver quiet and emission-free performance, products that support renewable energy, and products that aid in the recovery of useful materials from various types of waste. Our products are manufactured in North America, Europe, and Asia Pacific and sold worldwide.

At Terex, we fully embrace the increasingly diverse world around us and strive to create an empowering and welcoming workplace culture. We are passionate about producing equipment that helps improve the lives of people around the world and providing our team members with a rewarding career and the opportunity to make an impact.

While our operations are global, each office or factory is a close-knit community. We value diversity, equity and inclusion, safety, integrity, respect, servant leadership, courage, citizenship, and continuous improvement. It's an exciting time to be part of the expanding manufacturing sector - come join us!

Additional Information:

We see inclusion as a key to our success and are committed to actively foster a culture where every team member feels valued, listened to, and appreciated. We are committed to being fair and impartial in our decisions, ensuring equity within our workplace. As an Equal Opportunity Employer, employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability or other characteristics protected by law.

The Company offers competitive salaries, advancement opportunities, and a full range of benefits, including Westfield health care for you and your dependents, contributory pension scheme, life assurance cover, employee stock purchase plan and access to global learning and development programs offering accredited and specialist training.