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Regular or Temporary:

Regular

Language Fluency: English (Required)

Work Shift:

1st shift (United States of America)

Please review the following job description:

The ServiceNow Service Catalog Management Business Analyst will be a liaison between the business and the platform team with a strong automation and workflow background who supports innovation by working with stakeholders to understand business processes, with the goal of digitizing and automating legacy processes.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

1. Collaborate with senior leaders within Truist Enterprise Technology, SMEs and other stakeholders to create roadmaps for ServiceNow initiatives.

2. Establish broad architecture strategies, choices, and standards including the management of the performance, availability, capacity, compliance, and responsiveness of the solutions delivered.

3. Establish principles, rules, standards, and best practices for ServiceNow, injecting these in the established architecture and project review processes.

4. Lead continuous improvement initiatives to drive higher efficiency and increased revenue.

5. Develop and leverage a network of external business partners, academics and technology thought leaders to ensure the Bank remains current on emerging industry best practices.

6. Collaborate with the broader Truist architecture community and provide input into Information Technology (IT) strategies and Architecture standards.

7. Provide influential leadership that supports insightful decision-making, drives efficiencies in the solution delivery and supports processes, and maximizes the quality of technical deliverables.

This position will encompass several core responsibilities listed below:

Business Analyst role:

1. Assess and define business needs and areas of improvement on the ServiceNow Platform

2. Work with stakeholders and be the interface between the development teams and the wider business

3. Create roadmaps based on approved demands and monitor progress against plans

4. Break requirements into user stories that are suitable for iterative, incremental development

5. Actively engage with stakeholders and establish a cadence to report on progress and provide key communications

6. Partner with Release Managers to review the release train cadence and ensure demands are deployed on time

Business Process role:

1. Identifies new opportunities to use ServiceNow to achieve the organization’s objectives

2. Leverages process innovation and visualization tools to design new business workflows

3. Conducts design thinking workshops for workflow design

4. Documents business processes and maps them to ServiceNow capabilities

5. Drives the automation and digitization of legacy ways of working

6. Works with the innovation developer to develop and deploy solution prototypes

7. Defines project success metrics

Project Manager role:

1. Plans project scope and establishes measurable goals

2. Establishes the project’s timelines and manages the project, including escalations, to complete the project on schedule and within budget

3. Works closely with the ServiceNow engagement manager and all other team members to plan, manage, and deliver releases

4. Attends project governance meetings and scrum meetings, if applicable

5. Organizes the project kickoff and process workshop(s) – Facilitates activities through training, testing, go live, and post go live support

Quality Assurance Lead role:

1. Possesses knowledge of the ServiceNow Platform and applications and how they’re used internally and can interpret and validate technical specifications and designs

2. Validates the application functionality built by developer(s) and the system administrator prior to promoting configuration into production

3. Creates test plans and coordinates test activities, including unit testing, system testing, and user acceptance testing

QUALIFICATIONS

Required Qualifications:

1. Bachelor's degree in Business, Management, or Management Information Systems-related field, or equivalent education and related training

2. Seven to ten years of progressively responsible leadership experience in technology; ten years of experience in technology strategy and/or architectural domains

3. Comprehensive experience with various architectural domains such as application, data, infrastructure, security and integration

4. Broad understanding of technology and architectural concepts

5. Ability to interact effectively with Executive Management

6. Strong interpersonal, collaboration and communication skills

7. Ability to think and act strategically

8. Substantial experience as a senior-level negotiator for contract/vendor management

9. Demonstrated proficiency in basic computer applications, such as Microsoft Office software products

Preferred Qualifications:

1. ServiceNow IT Service Management (ITSM)

2. Strong technical foundation and working knowledge of the ServiceNow platform, its applications, and application navigation

3. ITIL Foundation Certification

4. SAFe Agilist Certification

5. Proficient analysis skill and capability to identify downstream implications

6. Organized and detail oriented

The annual base salary for this position is $95,000.00 - $130,000.00.

OTHER JOB REQUIREMENTS / WORKING CONDITIONS

Sitting

Frequently (25% - 50% of the time)

Lifting

Up to 25 lbs.

Visual / Audio / Speaking

Able to access and interpret client information received from the computer and able to hear and speak with individuals in person and on the phone.

Manual Dexterity / Keyboarding

Able to work standard office equipment, including PC keyboard and mouse, copy/fax machines, and printers.

Availability

Able to work all hours scheduled, including overtime as directed by manager/supervisor and required by business need.

Travel

Up to 25%

General Description of Available Benefits for Eligible Employees of Truist Financial Corporation: All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position. Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates. Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays. For more details on Truist’s generous benefit plans, please visit our Benefits site (https://benefits.truist.com/)

. Depending on the position and division, this job may also be eligible for Truist’s defined benefit pension plan, restricted stock units, and/or a deferred compensation plan. As you advance through the hiring process, you will also learn more about the specific benefits available for any non-temporary position for which you apply, based on full-time or part-time status, position, and division of work.

Truist is an Equal Opportunity Employer that does not discriminate on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status, or other classification protected by law. Truist is a Drug Free Workplace.

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