ServiceNow Business Analyst

ServiceNow Business Analyst

Company: Western Governors University

Job Location: Salt Lake City, UT

Category: Other IT

Type: Full-Time

Job Type: Full time

Job Number: JR-025130

If you're passionate about building a better future for individuals, communities, and our country-and you're committed to working hard to play your part in building that future-consider WGU as the next step in your career.

Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals. The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders. Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families.

The salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.

At WGU, it is not typical for an individual to be hired at or near the top of the range for their position, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is:

Grade: Professional 308 Pay Range: $73,000.00 - $109,400.00

Job Description

The ServiceNow Business Analyst is responsible for extrapolating and analyzing data and trends, managing, and maintaining systems and software for students, faculty, and staff. This role serves as a liaison between departments and the technical team, developing, leading, and managing assigned projects. The Business System Analyst will also take the lead in moderately complex coding tasks, API integrations, system architecture design, and ensuring the successful implementation of new technologies. This role is responsible for identifying opportunities for system and process improvements, resolving system errors, conducting quality control audits, and providing solutions to enhance system navigation for student and employee programs and process.

The Business Systems Analyst assists in maximizing the use of large databases and system interface integrations for departmental systems and processes. This position will identify and implement solutions for systems errors, inconsistent data and processes that do not provide the most favorable experience for students and employees at the university.

Primary Responsibilities

• Develops a robust understanding and application of current and historical business processes, system architectures, interfaces and data access methods to ensure the most favorable experience for students and employees.
• Diagnoses and troubleshoots system interface and data integration issues for current processes and programs, leveraging strong coding skills and expertise in architecture design.
• Diagnoses and recommends business process changes to increase efficiency and create cost-saving outcomes.
• Ensures changes to business processes are implemented correctly and align with strategic direction.
• Conducts research into applicable systems and possible alternatives to provide more informed recommendations to business or IT related changes.
• Represents system architecture with leadership, employees, and external stakeholders on behalf of department users.
• Plans and presents proposals for system upgrades and new system architectures that support and deliver desired outcomes.
• Develops, tests, and implements software systems using strong coding skills and system architecture design.
• Emerging subject matter expert in database management, system architecture, Excel, higher education systems and customer relationship management (CRM) system.
• Integrates third-party products with existing infrastructure and optimizes performance for high utilization environments.
• Develops training and informational documentation for users internal and external to department, gathering and receiving approval for information from stakeholders across the university.
• Performs quality control audits for data integrity, system process administration and provides solutions to enhance user navigation of programs and processes.
• Builds and maintains strong relationships with multiple and diverse team members such as technology, project management and other internal and external stakeholders.
• Gathers project requirements from stakeholders across multiple departments.
• Leads configuration-based changes that ensure business processes and procedures are upheld.
• Manages multiple projects concurrently, applying appropriate project management techniques such as Agile and waterfall as needed.
• Creates and maintains comprehensive project and technical documentation, ensuring all stakeholders have clear visibility and access.
• Oversees the system interface between key department programs and software.
• Collects and analyzes feedback from users to enhance staff and student experiences, leading to improved satisfaction scores.
• Updates and documents technical procedures and processes.
• Writes, reviews, and executes unit tests to ensure high-quality code delivery.
• Engages in performance tuning and optimization of systems for enhanced reliability and efficiency.

Required Qualifications

• Demonstrated ability to define and deliver high-quality ServiceNow development stories, including clear problem statements, well-gathered requirements, and measurable acceptance criteria (definition of done).
• Strong familiarity with Agile methodologies and working within Agile delivery teams.
• Hands-on knowledge of key ServiceNow applications, including IT Service Management (ITSM), IT Operations Management (ITOM), IT Asset Management (ITAM), and Customer Service Management (CSM).
• Solid understanding of CMDB concepts, relationships, and data quality best practices.
• Proven ability to translate complex business needs and challenges into clear, actionable technical requirements and solution designs.
• Ability to stay current with new and upcoming ServiceNow platform capabilities and assess their applicability to business needs.
• Bachelor's degree in computer science, Data Analytics, Engineering or a related field.

Preferred Qualifications:

• Master's degree in operations research, Optimization Research, Business Administration, Business Technology
• Data Analytics Certification or applicable certification
• ServiceNow or other Customer Relations Management (CRM) Certification
• ServiceNow or other Customer Relations Management (CRM) or Advanced Administrator Certification
• ITIL certifications (v4 or later)
• A+, Network+, or Security+ certification
• Experience constructing and running basic SQL queries
• Experience developing and analyzing Power BI reports

Experience in lieu of education
An equivalent combination of training, experience, credentials, or accomplishments demonstrating the ability to perform the essential functions of this job may substitute for education degree requirements.

Position & Application Details

Full-Time Regular Positions (classified as regular and working 40 standard weekly hours): This is a full-time, regular position (classified for 40 standard weekly hours) that is eligible for bonuses; medical, dental, vision, telehealth and mental healthcare; health savings account and flexible spending account; basic and voluntary life insurance; disability coverage; accident, critical illness and hospital indemnity supplemental coverages; legal and identity theft coverage; retirement savings plan; wellbeing program; discounted WGU tuition; and flexible paid time off for rest and relaxation with no need for accrual, flexible paid sick time with no need for accrual, 11 paid holidays, and other paid leaves, including up to 12 weeks of parental leave.

How to Apply: If interested, an application will need to be submitted online. Internal WGU employees will need to apply through the internal job board in Workday.

Additional Information

Disclaimer: The job posting highlights the most critical responsibilities and requirements of the job. It's not all-inclusive.

Accommodations: Applicants with disabilities who require assistance or accommodation during the application or interview process should contact our Talent Acquisition team at recruiting@wgu.edu.

Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to any protected characteristic as required by law.