Senior Business Systems Analyst (ServiceNow), Deloitte Global Operations

• Stakeholder engagement & liaison: Serve as the primary point of contact between business units, COE leadership, and ServiceNow development teams; build trusted relationships and manage expectations.
• Requirements elicitation & analysis: Lead workshops, interviews, and process discovery to capture detailed business requirements, use cases, and acceptance criteria.
• Solution design & translation: Translate business needs into ServiceNow functional specifications, user stories, configuration guidance, and process flows. Validate proposed designs with stakeholders and technical teams.
• Client service management: Own the client relationship for assigned portfolios-manage priorities, SLAs, change requests, and communication during delivery and post-implementation support.
• Project collaboration: Work closely with Product Owners, Release Managers, developers, QA, and operations to ensure successful delivery and adoption of ServiceNow releases.
• Leadership & mentoring: Provide day-to-day leadership and coaching to junior Business Analysts-review their deliverables, guide analysis techniques, and support career development.
• Process improvement & governance: Recommend process improvements, ensure alignment with COE standards and governance, and promote reuse of components, patterns, and best practices.
• Testing & acceptance: Define test criteria, coordinate user acceptance testing (UAT), validate defects, and ensure delivered features meet business needs.
• Reporting & performance measurement: Track KPIs, prepare status reports and executive presentations, and report on value realization of ServiceNow investments.
• Change management & adoption: Develop support materials, run training or demos, and help business teams adopt new ServiceNow capabilities.

• Education: Bachelor's degree in Business, IT, Computer Science, or related field.
• Business analysis & problem solving: 5+ years proven strong business analysis, analytical thinking, and problem-solving skills with experience handling complex, cross-functional problems.
• Communication & facilitation: Excellent verbal and written communication skills. Demonstrated strength in presentation, workshop facilitation, and stakeholder negotiations.
• ITIL familiarity: Experience with ITIL processes and concepts (incident, problem, change, service request, CMDB, service catalog).
• ServiceNow experience: Solid hands-on experience with ServiceNow-configuration, workflows, modules, development lifecycle, or in a BA capacity closely tied to ServiceNow delivery.
• Leadership: Experience leading, mentoring, or supervising junior BAs or equivalent team members.
• Client-focused mindset: Strong client service orientation with experience managing expectations and delivering to SLAs.

• ServiceNow modules: Knowledge or experience with Strategic Portfolio Management (SPM) and Workplace Service Delivery (WSD) is a plus.
• Additional ServiceNow modules: Familiarity with ITSM, HRSD, CSM, ITOM, or integrations is beneficial.
• Technical fluency: Experience with integrations (APIs), data mapping, scripting basics in ServiceNow, or working with configuration and release pipelines.
• Certifications: ServiceNow Certified System Administrator, Certified Implementation Specialist, or relevant business analysis certifications (CBAP, PMI-PBA) are advantageous.
• Portfolio & program experience: Experience supporting strategic portfolios, roadmaps, or enterprise transformation initiatives.

• Communication & presentation: Ability to present complex information simply and persuasively to technical and non-technical audiences, including executives.
• Strategic thinking: Capacity to think beyond immediate requirements-driving solutions that align with COE strategy and enterprise goals.
• Leadership capability: Demonstrated aptitude for coaching junior BAs, driving consensus, and influencing without direct authority.
• Client service orientation: Proven track record delivering excellent client outcomes, proactively managing stakeholder expectations, and owning client escalations.
• Delivery focus: Hands-on approach to ensuring features are delivered, adopted, and delivering measurable business value.

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