Business Analyst (IT Business/Technical Analyst)

at  The City of Vancouver

QUALIFICATIONS

Education and Experience:

• A post-secondary degree in Business, Engineering, Computer Science, or a diploma in Information Technology augmented with formal training in the ITIL/ITSM discipline or a combination of education, training and experience.
• 3+ years of technical and / or functional experience in ServiceNow, including participation in complex, enterprise scale projects.
• ServiceNow implementation experience configuring and deploying one or morein ITSM modules (Incident, Problem, Change, CMDB & Asset Management) .
• Experience configuring and deploying one or more ServiceNow ITSM modules
• Demonstrated experience in developing and implementing enterprise-scale business applications using ServiceNow
• Demonstrated experience with process mapping

Knowledge, Skills and Abilities:

• Proven knowledge of the ServiceNow platform and best practices.
• Considerable knowledge of current IT Service Management (ITIL) processes and best practices
• Strong analytical skills, with the demonstrated ability to anticipate and manage the implications of system changes on work processes and procedures.
• Considerable problem-solving skills with the demonstrated ability to investigate and recommend system and process improvements and to implement change within a team framework
• Demonstrated knowledge of current business process review and re-engineering techniques;
• Demonstrated Advanced knowledge of business and systems analysis tools and techniques
• Demonstrated ability to share ServiceNow knowledge and best-practice solutions with other members of Technology Services or Business SMEs, in a group or one-on-one setting
• Ability to work effectively in a team with changing and competing priorities within a timeline-driven and multiple task environment
• Ability to exercise independent judgement in making decisions related to the business needs, architecture principles, technology constraints and cost at that moment
• Working knowledge of the Agile methodology is an asset

Interpersonal and communication skills:

• Flexibility and ability to expertly handle changing priorities
• Excellent verbal and written communication and presentation skills
• Demonstrated ability to employ active listening skills and establish and maintain effective working relationships with technical and non-technical staff
• Ability to work with clients using non-technical language
• Ability to understand and follow oral and written instructions
• Ability to communicate effectively in individual or group situations
• Ability to gain agreement on ideas or concepts

Where operationally appropriate and subject to change, the City of Vancouver has a Flexible Work Program. This program allows staff to work remotely 1 – 4 days a week from locations that are a daily commutable distance from their work at a City worksite. At this time this position is eligible to be part of the Flexible Work Program.
The City of Vancouver has a COVID-19 Mandatory Vaccination Policy. All external applicants applying to the City of Vancouver are required to be fully vaccinated as a condition of hire and subject to this policy as a condition of ongoing employment. Candidates may only be exempted from this requirement if they request and are approved for an accommodation based on a reason related to a Human Rights Code ground (such as disability). Such a request must be made during, not after, the recruitment process.
Business Unit/Department: IT, Digital Strategy & 311 (1070)
Affiliation: Exempt
Employment Type: Temporary Full Time
Position Start Date: February, 2023
Position End Date: January 2, 2025
Salary Information: Pay Grade RNG-080: $89,283 to $111,609 per annum

MAIN PURPOSE & FUNCTION

The primary focus of this role is to support Business adoption, configuration standards and general performance of the City of Vancouver’s Enterprise Service Management platform, ServiceNow. This includes the design and configuration of workflows, catalog items, mobile components and other enhancements as determined by the Technical Product Manager, Strategic Programs (Service Management). As this role is part of a larger Technology Services’ platform support team, there will be times when this role will be asked to provide ServiceNow technical technical support and assist in growing the use of the ServiceNow knowledge base for both Technology Services and the City of Vancouver as a whole. The Analyst will document the service offering, develop best-practice processes, and coordinate the service offering and process build through its release.
There are also opportunities where the role will continue to work on larger projects through the Enterprise Service Management project which may include: process design, implementation and configuration activities, quality control, documentation, and post-implementation reviews.
This position has access to confidential information and makes recommendations for changes in methods, processes and procedures that may impact business processes as well as staffing workloads, working conditions, changes in positions or staffing levels.

SPECIFIC DUTIES & RESPONSIBILITIES

Analyst responsibilities working within the TS Enterprise Service Management team, are:

• Specify, configure and implement the ServiceNow platform enhancements including workflow, user interface (UI), client policies, and business rules, with a focus on appropriate use of out-of-the-box functionality
• Make recommendations and provide knowledge transfer to both Technology Services staff and Business Subject Matter Experts (SMEs) with respect to best practice for IT Service Management processes and ServiceNow platform configuration.
• Work closely with key stakeholders and clients to ensure requirements are clearly understood, documented and prioritized
• Consult and work closely with internal and external technical experts to ensure ServiceNow deliverables are consistent with established TS standards and principles
• Troubleshoot business and production issues by reviewing and analyzing system information (for example, issue, impact, criticality, possible root cause); reviewing and editing solution code; interpreting the results to determine further action; directing actions as designated in the action plan; and completing online documentation.
• Provide technical and functional ServiceNow leadership including effective communication with all levels of management
• Provide support and work with Business SMEs in conducting User Acceptance Testing (UAT)
• Monitor health, usage and overall compliance of ServiceNow and its applications
• When necessary, provide support and training for the ServiceNow platform and associated applications and modules including issue resolution and performance mitigation, liaising with other technical staff and external specialists as required.
• Expected to employ a high degree of discretion in this position of trust since the Technical Analyst will have access to sensitive information and may recommend key business process changes
• Other duties/responsibilities as assigned