**Job Description** **Position:** ServiceNow (SNOW) Business Analyst **Purpose and Scope:** Responsible for system data gathering & analyzing business requirements to be developed in SNOW. Work with Product Owner and IT team for system enhancements and improvements. Work with Program Manager and Transition Managers/Local for global system implementation. Provide day-to-day support and assistance to end-users, agents and business partners. Support the GBS organization’s goal and overall direction. **Duties and Responsibilities:** + Works closely with different stakeholders for system enhancement (requirements gathering, requirements signoff, build test plan, ensure UAT signoff, ensure sprint signoff and hypercare support) + Ability to apply the agile methodology for Software Development Life Cycle (SDLC) + Perform in-depth system testing and analysis that are consistent with business requirements + Works closely with Program Manager and Transition Managers/LO for global system implementation + Conduct SNOW trainings for different stakeholders (end-users, agents and managers) + Create and update SNOW training materials, How-To guides/SOPs for end-users and agents + Support the routine system upgrade that will ensure no major impact to operations + Support the GBS Business Intelligence & Reporting team for any SNOW requirements and report development + Ensures that SNOW reporting is timely and accurate + Assist in developing SNOW visual dashboards to report KPIs and specific metrics + Ensures that automation/RPA in SNOW are functioning correctly and efficiently + Provide analytical and technical support for any SNOW issues and concerns (solution mindset) + Act as a liaison (gatekeeper) between IT, Operations team and other business partners + Ensure system stability by escalating defects and bugs to PO and IT team + Works closely with Product Owner, IT and Operations for system improvements + Recommend system improvements that are compliant, sustainable and effective + Participate in team discussions to continuously improve the SNOW system and/or process resulting in improved efficiency + Provide guidance and mentorship to different stakeholders as applicable + Other special duties as assigned **Experience & Required Skills:** + 5+ years of experience in SNOW supporting Finance, Accounting, Procurement and/or other financial transformation + Knowledgeable with up-to-date technology such as AI, chat bot, virtual agent, RPA and automation + Experience working with Knowledge Base management + Experience and familiarity with SAP, Celonis, Basware, Ariba and Concur a plus + Exposure with OKTA, Workday and active directory + Knowledgeable in project management and change management + Effective communication skills for dealing with Finance, IT and other business partners + Prior experience working in the field of Finance, Accounting and/or Procurement + High energy level with the ability to work on multiple assignments at one time + Ability to be self-managed, as required