Your work days are brighter here.At Workday, it all began with a conversation over breakfast. When our founders met at a sunny California diner, they came up with an idea to revolutionize the enterprise software market. And when we began to rise, one thing that really set us apart was our culture. A culture which was driven by our value of putting our people first. And ever since, the happiness, development, and contribution of every Workmate is central to who we are. Our Workmates believe a healthy employee-centric, collaborative culture is the essential mix of ingredients for success in business. That’s why we look after our people, communities and the planet while still being profitable. Feel encouraged to shine, however that manifests: you don’t need to hide who you are. You can feel the energy and the passion, it's what makes us unique. Inspired to make a brighter work day for all and transform with us to the next stage of our growth journey? Bring your brightest version of you and have a brighter work day here.About the TeamWe are Workday's Service Management Team! Our goal is to drive the effective and efficient operational delivery of the products and services offered by Business Technology. We design, develop and deploy intuitive solutions to help employees with their everyday service needs and our main focus is delivering value through automation and self service. We are excited to welcome new members to our team!About the RoleAs a Business Systems Analyst (BSA) in Business Technology’s (BT) Service Management Office your domain expertise in ITIL and ITSM solutions is key as you work with teams in BT and Workday to create an amazing service experience for our business partners. Working closely with our Architects and Engineers, you will design solutions that meet the needs of our business partners while maintaining the integrity of our products. As solutions are launched, you will be the champion for adoption and provide analytics to measure satisfaction and use.You will also play an integral role in managing intake and large projects for the team. As new opportunities and initiatives are identified, you will be pivotal in linking together the various elements of the work to be accomplished and ensuring that the benefits are realized.About YouBasic Qualifications Minimum 5 years of experience as a Business Analyst for ServiceNow implementation projects for multiple enterprises, including ITSM, CMDB, Asset & Configuration, Portal, Custom applications.Experience with full life cycle development for customisations including design, development, test, migration and documentation.Other QualificationsIn-depth, applicable knowledge of ITIL and ITSM solutions.Highly analytical in using data and metrics to uncover insights and drive business performance.A Bachelor’s degree in computer science (or related field), or equivalent work experience.ITIL v4 Foundation CertificationServiceNow Admin CertificationResponsibilitiesWork with our business partners to understand their needs and desired outcomes for service operations.Provide a bridge between the business and technical teams to ensure a collaborative approach to resolve business problems and technology issues.Rationalize complex information and clearly articulate user needs to make them understandable for both technical and non-technical teams.Develop relevant documentation such as functional specifications, process flow diagrams, roadmaps, epics and stories.Participate in building the strategy and roadmap for ITIL / ITSM processes.Develop a pipeline of initiatives, features, and stories that deliver against the strategy and roadmap.Manage large cross-functional projects, including scope, schedule, and issues/risks, using both Agile and Waterfall methods.Provide global administration for PagerDuty, both as a stand-alone solution and integration with ServiceNow.Continually improve processes through the use of KPIs, SLAs, and other metrics.Create and maintain documentation, e.g. process flow diagrams, that reflects current state and future opportunities.Assist teams to write test cases and provide support during UAT.Prepare training materials and user guides for projects and features.Author knowledge articles and other training materials to equip our business partners with the information they need to fully leverage the solutions we provide.Remain current on industry trends and vendor roadmaps and use that information to influence the future of our services.Identify opportunities to streamline the design process by participating in lessons learnt exercises or reviews.Our Approach to Flexible Work With Flex Work, we’re combining the best of both worlds: in-person time and remote. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. We know that flexibility can take shape in many ways, so rather than a number of required days in-office each week, we simply spend at least half (50%) of our time each quarter in the office or in the field with our customers, prospects, and partners (depending on role). This means you'll have the freedom to create a flexible schedule that caters to your business, team, and personal needs, while being intentional to make the most of time spent together. Those in our remote "home office" roles also have the opportunity to come together in our offices for important moments that matter.Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process!
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