ServiceNow Platform Analyst

Job Description

he ServiceNow Business Analyst is key in bridging the gaps between IT business needs and the ServiceNow platform. They negotiate with stakeholders at all levels, from team members to senior leaders across Docusign, to gather requirements, analyze processes, and ensure the successful implementation of ITSM and Asset Management solutions through ServiceNow. This is an individual contributor role reporting to the Sr. Director, ITSM. Responsibility Facilitate requirements gathering workshops, stakeholder meetings, and user story writing sessions to capture business needs and priorities Translate business requirements into clear and concise user stories, acceptance criteria, and sprint backlog items Collaborate with development teams to ensure alignment between business needs and technical solutions Serve as a scrum master for agile development teams, facilitating sprint planning, daily stand-ups, sprint reviews, and retrospectives Monitor project progress, identify, and mitigate risks, and communicate project status to stakeholders Maintain project documentation, including user stories, sprint backlogs, release plans, and sprint burndown charts Coordinate user acceptance testing (UAT) activities and gather feedback from stakeholders to validate system functionality Provide guidance and support to team members on agile methodologies, scrum practices, and ServiceNow platform capabilities Foster a collaborative and productive team environment, promoting continuous improvement and innovation Act as a liaison between business stakeholders and technical teams to ensure effective communication and alignment of priorities and release plans Lead testing efforts and ensure the quality and accuracy of system updates and enhancements Job Designation Hybrid: Employee divides their time between in-office and remote work. Access to an office location is required. (Frequency: Minimum 2 days per week; may vary by team but will be weekly in-office expectation) Positions at Docusign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within Docusign. Docusign reserves the right to change a positions job designation depending on business needs and as permitted by local law. What you bring Basic Bachelor s degree in business administration, computer science, or a related field 5+ years of experience as a business analyst in ServiceNow implementation projects Strong understanding of ITIL processes and ServiceNow modules Ability to gather and document business requirements, user stories, and acceptance criteria Experience conducting workshops, user interviews, and stakeholder meetings Proficiency in creating and maintaining project documentation, such as user stories, sprint backlogs, product roadmaps, etc. Excellent communication and facilitation skills Familiarity with ServiceNow reporting and analytics capabilities Proven experience in leading agile teams and facilitating scrum ceremonies Ability to adapt to changing priorities and work in a fast-paced environment Preferred Certified Scrum Master Experience with CMDB, SACM and/or Service Catalogue analysis ITIL Foundations training or certification Experience with JIRA Asset management experience