The Business Systems Analyst 3 serves as a key member of our clients ServiceNow team within Information Technology Services, responsible for analyzing, implementing, and optimizing ServiceNow solutions across campus operations. This role combines technical expertise with business process analysis to deliver effective service management solutions.
**Essential Functions:**
**ServiceNow Platform Administration & Development (40%)**
* Configure and customize ServiceNow modules and applications to meet campus business requirements
* Develop and maintain workflows, forms, notifications, and reporting tools within ServiceNow
* Ensure platform security, performance, and compliance with company standards
* Participate in platform upgrades, patches, and maintenance activities
* Create and maintain technical documentation for ServiceNow configurations and customizations
**Business Process Analysis & Consultation (30%)**
* Partner with campus departments to analyze current business processes and identify opportunities for automation and improvement
* Gather and document business requirements through stakeholder interviews and workshops
* Develop detailed functional specifications and solution designs
* Provide recommendations for process improvements and ServiceNow implementation strategies
* Create and present proposals and status updates to leadership and stakeholders
**Project Management & Implementation (20%)**
* Lead medium to large-scale ServiceNow implementation projects
* Coordinate with cross-functional teams including developers, testers, and business units
* Develop project plans, timelines, and resource requirements
* Monitor project progress and ensure deliverables meet quality standards
* Manage scope and communicate changes to stakeholders
**Training & Support (10%)**
* Develop and deliver ServiceNow training materials and sessions
* Provide tier 3 support for complex ServiceNow issues
* Mentor junior team members and provide technical guidance
* Create and maintain end-user documentation and knowledge base articles
**Required Qualifications:**
* Bachelor's degree in Information Systems, Computer Science, or related field, or equivalent experience
* 5+ years of experience in business systems analysis or similar role
* 3+ years of hands-on experience with ServiceNow platform administration and development
* ServiceNow certification (Administrator or Implementation Specialist)
* Strong understanding of ITIL frameworks and service management principles
* Excellent analytical and problem-solving skills
* Proven experience in requirements gathering and documentation
* Strong project management and organizational skills
* Excellent written and verbal communication skills
**Preferred Qualifications:**
* Experience in higher education or public sector IT operations