Business Analyst, Servicenow

About DMI

DMI is a leading global provider of digital services working at the intersection of public and private sectors. With broad capabilities across IT managed services, cybersecurity, cloud migration and application development, DMI provides on-site and remote support to clients within governments, healthcare, financial services, transportation, manufacturing, and other critical infrastructure sectors. DMI has grown to over 2,100+ employees globally and has been continually recognized as a Top Workplace in both regional and national categories.

About the Opportunity

DMI, LLC is seeking a Business Analyst, ServiceNow to join our Managed Services team. The Business Analyst

• ServiceNow will be responsible for analyzing, designing, and implementing business processes and solutions using the ServiceNow platform. This role requires a deep understanding of business analysis methodologies, ServiceNow capabilities, and the ability to work collaboratively with stakeholders to drive process improvements and efficiencies.

Duties and Responsibilities:

• Collaborate with stakeholders to gather and document business requirements, ensuring a clear understanding of objectives and deliverables.

• Analyze current business processes and workflows to identify areas for improvement and optimization using ServiceNow.

• Design, configure, and implement ServiceNow solutions that align with business needs and objectives.

• Develop detailed documentation, including business requirements, functional specifications, and process flows.

• Conduct gap analysis to identify and address discrepancies between current processes and desired outcomes.

• Provide expertise and guidance on ServiceNow best practices, capabilities, and features.

• Coordinate and lead user acceptance testing (UAT) to ensure solutions meet business requirements and are ready for deployment.

• Train end-users and provide ongoing support to ensure successful adoption and utilization of ServiceNow solutions.

• Work closely with technical teams to ensure seamless integration and implementation of ServiceNow applications.

• Monitor and report on the performance of ServiceNow solutions, making recommendations for continuous improvement.

Qualifications

Education and Years of Experience:

• Bachelor's degree in Business Administration, Information Technology, or a related field.

• 3+ years of experience as a Business Analyst, with a focus on ServiceNow.

• Strong understanding of ServiceNow modules, including IT Service Management (ITSM), Case Management (CSM), and Hardware Asset Management (HAM).

• Proven experience in business process analysis, requirements gathering, and documentation.

Required and Desired Skills/Certifications:

• ServiceNow Certified System Administrator (CSA) or ServiceNow Certified Implementation Specialist (CIS) is preferred.

• ITIL foundation (rel.3/4)

• Strong analytical skills, communication, and presentation skills.

• Excellent communication and interpersonal skills, with the ability to work effectively with diverse teams and stakeholders.

• Strong analytical and problem-solving skills, with attention to detail.

• Experience with Agile methodologies and project management principles is a plus.

• Proficiency in creating process flows, use cases, and other analysis tools.

• Proficiency to use Microsoft Office products including Visio, Teams, Excel, Word, PowerPoint, and Outlook.

• Proficiency in typing, expected minimum of 40 words per minute.

Additional Requirements:

• Ability to travel when required

• Ability to work after hours and weekends to deliver projects on time when necessary

• Regular and reliable work attendance

Min Citizenship Status Required: Must be a U.S. Citizen

Physical Requirements: No Physical requirement needed for this position.

Location: Cincinnati, OH

Working at DMI

DMI is a diverse, prosperous, and rewarding place to work. Being part of the DMI family means we care about your wellbeing. We offer a variety of perks and benefits that help meet various interests and needs, while still having the opportunity to work directly with several of our award-winning, Fortune 1000 clients. The following categories make up your DMI wellbeing:

• Convenience/Concierge

• Virtual visits through health insurance, pet insurance, commuter benefits, discount tickets for movies, travel, and many other items to provide convenience.

• Development

• Annual performance management, continuing education, and tuition assistance, internal job opportunities along with career enrichment and advancement to help each employee with their professional and personal development.

• Financial

• Generous 401k matches both pre-tax and post-tax (ROTH) contributions along with financial wellness education, EAP, Life Insurance and Disability help provide financial stability for each DMI employee.

• Recognition

• Great achievements do not go unnoticed by DMI through Annual Awards ceremony, service anniversaries, peer-to-peer acknowledgment, employee referral bonuses.

• Wellness

• Healthcare benefits, Wellness programs, Flu Shots, Biometric screenings, and several other wellness options.

Employees are valued for their talents and contributions. We all take pride in helping our customers achieve their goals, which in turn contributes to the overall success of the company. The company does and will take affirmative action to employ and advance in employment individuals with disabilities and protected veterans, and to treat qualified individuals without discrimination based on their physical or mental disability or veteran status. DMI is an Equal Opportunity Employer Minority/Female/Veterans/Disability. DMI maintains a drug-free workplace.

• No Agencies Please

Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.

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