Description
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Join our Team: Senior Business Analyst – Service Now
Lurgan 37.75 hours per week
Join our team at Terex and embark on an exciting opportunity as we seek a skilled and dedicated Senior Business Analyst to contribute to the End User Support team.
Seeking an experienced and skilled Business Analyst with a background in ServiceNow.You will be responsible for managing and maintaining the ServiceNow platform to ensure it operates efficiently and effectively drive the design, implementation, and optimization of our ServiceNow solutions, ensuring we meet our strategic goals and deliver high quality IT user support. Terex have invested in the MoveWorks AI Assistant solution, and this is an opportunity to lead the adoption of Generative AI to change the way we support IT users across all of Terex and play a key role in the optimisation of IT support globally across Terex and enhancing the digital experience of out IT users.
Key Responsibilities:
Enable IT Service Management (ITSM) Platform Roadmap:
1. Help develop and maintain a strategic roadmap for the ServiceNow ITSM platform, aligned with business goals and priorities.
2. Work closely with stakeholders to understand business priorities and translate them into actionable plans and platform enhancements.
3. Provide expert advice on ITSM best practices and trends, ensuring the platform evolves to meet business needs.
Solution design and process improvement:
4. Work with the System Architects and Developers to design innovative solutions that address business challenges and align with Terex’s strategic goals. Identify areas for process optimization and recommend improvements
5. Lead the planning, coordination, and execution of ServiceNow & Moveworks application upgrades, ensuring minimal disruption to business operations.
6. Expand platform functionality and integrations into the ServiceNow platform to empower Terex IT users to work smarter
7. Expansion of Generative AI capabilities and deployment of innovative new solutions:
8. Collaborate with external partners to integrate AI functionality into our ServiceNow ITSM platform, enabling advanced AI-driven automation and self-service capabilities.
9. Analyse business processes and recommend opportunities for automation using Moveworks AI Assistant, including chatbot functionality, predictive analytics, and knowledge management.
10. Ensure the successful implementation of AI-driven solutions by managing project timelines, resources, and communication between stakeholders.
Platform management and administration:
11. Collaborate with stakeholders to gather, document, and analyze business requirements, translating them into functional specifications. Manage and prioritize the backlog, breaking down epics into detailed features and user stories.
12. Serve as the primary contact for stakeholders utilizing our ITSM solutions, providing updates, managing expectations, and ensuring alignment with ServiceNow solutions. Communicate complex technical concepts to non-technical audiences
13. Create and maintain detailed project documentation, including requirements, process flows, use cases, and user stories. Participate in system and user acceptance testing to ensure solutions meet specified requirements and quality standards.
Skills & Qualifications:
14. Bachelor’s Degree in Business, Computer Science, Information Technology, or related field (or equivalent work experience).
15. 5+ years experience in a Business Analyst role, working on application enhancement and delivery within a medium to large size company
16. Experience working with systems that support IT Service Management, strong preference for ServiceNow.
17. An understanding of Incident management, problem management, change management, release management and configuration management as it relates to ITIL
18. Strong understanding of business process analysis and improvement methodologies.
19. Ability to write high quality requirements documents, test plans, project plans, user guides, highlight reports and release notes
20. Be able to guide the technical teams, at a detailed level, on the functionality that needs to be developed and any changes / corrections that need to be made during the development lifecycle.
21. Excellent written and verbal communication skills with a focus on collaboration and problem-solving.
22. Experience with data analysis and creating dashboards or reports using business intelligence tools.
23. Be able to take ownership of both technical and business issues.
Desirable Skills:
24. Administration experience of a ServiceNow instance including the delegation of groups, workflows, business rules, UI actions, UI policies, ACLs, dictionary, catalogue items and updates of all other platform functionality.
25. Experience with AI/Chatbot technology, particularly in the context of automating IT service management or customer support.
26. Familiarity with Agile methodologies and the ability to work in iterative, fast-paced environments.
27. ServiceNow certifications (such as Certified System Administrator, Certified Implementation Specialist) are preferred.
Travel: Willingness and ability to travel globally up to 10% of the time depending on assigned business and project initiatives.
Why Join Us
28. We are a global company, and our culture is defined by our Values — Integrity, Respect, Improvement, Servant Leadership, Courage, and Citizenship. Check out this video!
29. Safety is an absolute way of life. We expect all team members to prioritize safety and commit to Zero Harm.
30. Our top priority is creating an inclusive environment where every team member feels safe, supported, and valued.
31. We make a positive impact by providing innovative solutions, engaging our people, and operating in a sustainable way.
32. We are committed to helping team members reach their full potential.
33. Through innovation and collaboration, our vision remains forward-looking, and we aim to be a catalyst for change, inspiring others to build a better world for generations.
34. We offer competitive salaries, Team Member bonus of 5%, hybrid working, private healthcare, 32 days holiday, pension, life assurance, LinkedIn Learning, on site free parking, perks discount and much more!
35. For more information on why Terex is a great place to work click on the link!
This above description is non-exhaustive and there may be additional duties in accordance with the role.