Primary Responsibilities and Activities
Work with business and IT stakeholders to gather requirements for new and modified Request Catalog Items
During requirements sessions, provide recommendations to streamline and optimize processes and align with the overall Catalog framework
Document full requirements, including form layout, fields, and workflows
Partner with the ServiceNow Application Architect and development team to determine the best technical solution to address the requirements
Perform testing in pre-Prod environments to ensure that the documented requirements are met. Defines test cases and acceptance criteria.
Manage incoming requests for new Catalog Items, updates to Catalog Items, and ServiceNow enhancements. Keeps stakeholders informed on request status and timelines.
Assist with the development and delivery of end user training
Define and implement a continuous improvement life cycle to ensure that catalog items are reviewed and optimized
Perform business analyst activities related to the continued growth of the ServiceNow platform at Baxter, including the deployment of additional modules and functionality.
Assists with platform upgrade efforts, including testing
Experience Requirements:
At least 3 years in a business analyst role
At least 2 years experience with ServiceNow
Knowledge of ITSM processes, including Request Management, Change Management, Configuration Management, Incident Management and Problem Management.
Experience working in a global setting
Project management / project leadership experience a plus
Knowledge of Lean Six Sigma principles a plus
Knowledge of process automation concepts a plus
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