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University of Rochester Business Analyst Lead, ServiceNow - 233366 in Rochester, New York

Business Analyst Lead, ServiceNow Job ID 233366

Location Health Sciences Full/Part Time Full-Time Favorite Job Regular/Temporary Regular Opening

Full Time 40 hours Grade 055 ISD Chief Technical Office


8 AM-5 PM



The Business Analyst Lead – ServiceNow provides leadership and expertise and works closely with their peer group, team leads, application build teams, and business, financial, operational, clinical and other stakeholders as designated to support the ServiceNow platform. The Business Analyst Lead – ServiceNow develops and defines requirements and designs documentation, epics, and user stories with acceptance and testing criteria, based on user input. Designs future state workflow and business processes, conducts process analysis, and assists in creating testing strategies to ensure they are delivered with quality. Partners with Architect(s) to ensure solutions are technically feasible, to identify areas to reduce implementation efforts, and to configure a solution.

Interfaces with clients and stakeholders to report on the progress of the development while supporting training, testing and change management activities. Maintains the established training program for IT fulfillers pertaining to the basic and advanced usage of the ServiceNow platform features and functionality. The Business Analyst Lead – ServiceNow typically works independently and provides direction to other project team members, as needed.


Requirements Gathering and Documentation:

  • Leads business processes to identify needs, problems and opportunities, and develops strategies to maximize opportunities/value delivery. Applies Agile methodologies to elicit technical requirements and process flows with customers using methodologies including, but not limited to: interviews, document analysis, requirements workshops, surveys, business process reviews, and task and workflow analysis. (20%)

  • Works with ServiceNow Architect(s) and Developer(s) to ensure user requirements fit within the guiding principles for platform development and best practices. (15%)

  • Documents and validates business, functional and non-functional requirements as it pertains to development requests. (5%)

    Business Process Analysis:

  • Critically analyzes and evaluates information gathered from multiple sources, reconciling conflicts, decomposing high-level information into detailed requirements (e.g., Epics and User Stories).

  • Interacts with business leaders and users to understand how data-driven changes to process, products, services, software and hardware can improve efficiencies and add value.

    Testing and Documentation:

  • Develops and executes test scripts, as needed, to facilitate User Acceptance Testing (UAT) with end-users

  • Assists with the creation of reference documents and guides for end users, as needed

  • Supports organizational change management processes and plays support role for tool adoption


  • Provides ongoing ownership of the established training program for IT fulfillers pertaining to the basic and advanced usage of the ServiceNow platform features and functionality.

  • Leads live training classes

  • Determines and develops ongoing training opportunities and classes

  • Creates and maintains internal ServiceNow knowledge base how-to articles

    Other duties as assigned.


  • Bachelor's degree in related discipline such as Computer Science, Business, Mathematics, Statistics, Science or Engineering required;

  • Master’s degree preferred.

  • 4-5 years of related experience required;

  • Or equivalent combination of education and experience required.

  • 2-3 years of experience in a supervisory capacity preferred;

  • 5+ years of related experience in a clinical or university setting preferred

  • Excellent leadership, communication (verbal and written), presentation, analytical and problem-solving skills required.

  • Proven track record executing multiple work streams and producing consistent results required.

  • Ability to distill technical information into succinct and digestible information for a broad (non-technical) audience required.

  • Experience with project management from planning through implementation preferred.

  • Extensive computer literacy to include experience in Microsoft Office (particularly Excel, Teams and PowerPoint). ServiceNow, JIRA and/or Project Portfolio Management (PPM) software experience preferred.

  • Certification of Capability in Business Analysis (CCBA) or Professional Business Analysis (PMI-PBA) preferred

    How To Apply

All applicants must apply online.

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