Business Systems Analyst -ServiceNow

About Us Diligent is the global leader in modern governance, providing SaaS solutions across governance, risk, compliance, audit and ESG. Empowering more than 1 million users and 700,000 board members and leaders with a holistic view of their organization’s GRC practices so they can make better decisions, faster. No matter the challenge. At Diligent, you are an agent of positive change. You are joining a team of passionate, smart, creative people who not only want to help build the software company of the future, but who want to make the world a more sustainable, equitable and better place. Be a part of a global community on a mission to make a real impact. Learn more at  diligent.com . Position Overview As a BT Business Systems Analyst (BSA) as Diligent, you will be responsible for collaborating with cross-functional teams to analyze, design, and implement solutions to meet business needs, improve workflow efficiencies and help provide a premium employee experience. You will play a pivotal role in maintaining and enhancing our ServiceNow platform and the integrated ecosystem ensuring alignment with business goals. Diligent uses state of the art enterprise SaaS applications (Salesforce, NetSuite, GainSight, Dell Boomi, Snowflake, Tableau, Oracle HRIS, ServiceNow etc.). You will leverage your ServiceNow expertise and experience with similar eco systems to help design state of the art solutions and provide premium support. Key Responsibilities Requirements Gathering: Collaborate with business stakeholders to gather and document requirements for ServiceNow enhancements, modifications, and new implementations. Analysis and Design: Analyze business processes and translate them into ServiceNow configurations and workflows. Design and document technical solutions to meet business requirements. Configuration and Development: Configure and customize ServiceNow modules, forms, tables, workflows, and integrations. Develop and maintain ServiceNow applications, modules, and widgets as needed. Testing and Quality Assurance: Conduct testing, including unit testing and user acceptance testing, to ensure the accuracy and reliability of ServiceNow solutions. Documentation: Maintain detailed documentation of configurations, workflows, and customizations. Create user guides and training materials as necessary. Collaboration: Collaborate with cross-functional teams, including IT support, development, and operations, to ensure seamless integration of ServiceNow solutions into existing systems. Incident Resolution: Investigate and resolve incidents related to ServiceNow functionality, ensuring minimal disruption to business operations. Continuous Improvement: Stay up to date with ServiceNow updates, best practices, and industry trends. Proactively identify opportunities for process improvements and system optimizations. Required Experience/Skills: Bachelor's degree in computer science or a related field. Master's degree preferred. ServiceNow certification(s) preferred. Proven experience (2+ years) as a ServiceNow Business Systems Analyst or similar role with other leading ITSM platforms. Understanding of IT Service Management (ITSM) and ITIL priciciples Proficiency in ServiceNow platform configuration, development, and scripting (Javascript, Glide, Jelly). Experience with ServiceNow modules such as Incident Management, Change Management, Service Catalog, and CMDB. Excellent problem-solving and analytical skills. Strong communication and interpersonal skills. Ability to work independently and as part of the team. What Diligent Offers You   Creativity is ingrained in our culture. We are innovative collaborators by nature. We thrive in exploring how things can be differently both in our internal processes and to help our clients We care about our people.  Diligent offers a flexible work environment, global days of service, comprehensive health benefits, meeting free days, generous time off policy and wellness programs to name a few We have teams all over the world . We may be headquartered in New York City, but we have office hubs in Washington D.C., Vancouver, London, Galway, Budapest, Munich, Bengaluru, Singapore, and Sydney. Diversity is important to us. Growing, maintaining and promoting a diverse team is a top priority for us. We foster and encourage diversity through our Employee Resource Groups and provide access to resources and education to support the education of our team, facilitate dialogue, and foster understanding. Diligent created the modern governance movement. Our world-changing idea is to empower leaders with the technology, insights and connections they need to drive greater impact and accountability – to lead with purpose. Our employees are passionate, smart, and creative people who not only want to help build the software company of the future, but who want to make the world a more sustainable, equitable and better place.  Headquartered in New York, Diligent has offices in Washington D.C., Baltimore, London, Galway, Budapest, Vancouver, Bengaluru, Munich, and Sydney.    We are a drug free workplace. Diligent is proud to be an equal opportunity employer. We do not discriminate based on race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental disability, age, military status, protected veteran status, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV/AIDS related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Diligent's EEO Policy and Know Your Rights . We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at recruitment@diligent.com . To all recruitment agencies: Diligent does not accept unsolicited agency resumes. Please do not forward resumes to our jobs alias, Diligent employees or any other organization location. Diligent is not responsible for any fees related to unsolicited resumes.