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Business Analyst, ServiceNow Job ID 2024-26871 Category Business Analysis Location US-OH-Cincinnati About DMI DMI is a leading global provider of digital services working at the intersection of public and private sectors. With broad capabilities across IT managed services, cybersecurity, cloud migration and application development, DMI provides on-site and remote support to clients within governments, healthcare, financial services, transportation, manufacturing, and other critical infrastructure sectors. DMI has grown to over 2,100+ employees globally and has been continually recognized as a Top Workplace in both regional and national categories. About the Opportunity DMI, LLC is seeking a Business Analyst, ServiceNow to join our Managed Services team. The Business Analyst - ServiceNow will be responsible for analyzing, designing, and implementing business processes and solutions using the ServiceNow platform. This role requires a deep understanding of business analysis methodologies, ServiceNow capabilities, and the ability to work collaboratively with stakeholders to drive process improvements and efficiencies. Duties and Responsibilities: Collaborate with stakeholders to gather and document business requirements, ensuring a clear understanding of objectives and deliverables. Analyze current business processes and workflows to identify areas for improvement and optimization using ServiceNow. Design, configure, and implement ServiceNow solutions that align with business needs and objectives. Develop detailed documentation, including business requirements, functional specifications, and process flows. Conduct gap analysis to identify and address discrepancies between current processes and desired outcomes. Provide expertise and guidance on ServiceNow best practices, capabilities, and features. Coordinate and lead user acceptance testing (UAT) to ensure solutions meet business requirements and are ready for deployment. Train end-users and provide ongoing support to ensure successful adoption and utilization of ServiceNow solutions. Work closely with technical teams to ensure seamless integration and implementation of ServiceNow applications. Monitor and report on the performance of ServiceNow solutions, making recommendations for continuous improvement. Qualifications Education and Years of Experience: Bachelor's degree in Business Administration, Information Technology, or a related field. 3+ years of experience as a Business Analyst, with a focus on ServiceNow. Strong understanding of ServiceNow modules, including IT Service Management (ITSM), Case Management (CSM), and Hardware Asset Management (HAM). Proven experience in business process analysis, requirements gathering, and documentation. Required and Desired Skills/Certifications: ServiceNow Certified System Administrator (CSA) or ServiceNow Certified Implementation Specialist (CIS) is preferred. ITIL foundation (rel.3/4) Strong analytical skills, communication, and presentation skills. Excellent communication and interpersonal skills, with the ability to work effectively with diverse teams and stakeholders. Strong analytical and problem-solving skills, with attention to detail. Experience with Agile methodologies and project management principles is a plus. Proficiency in creating process flows, use cases, and other analysis tools. Proficiency to use Microsoft Office products including Visio, Teams, Excel, Word, PowerPoint, and Outlook. Proficiency in typing, expected minimum of 40 words per minute. Additional Requirements: Ability to travel when required Ability to work after hours and weekends to deliver projects on time when necessary Regular and reliable work at