AAA ServiceNow Admin / Business Systems Analyst IV Salary in the United States

We call our club's vision, mission, values, and supporting pillars "Our House" because they are the foundation for all that we do.  We're working to transform AAA for the next century with a mission to create Members for life by unleashing the innovative spirit of our Team Members.

At AAA, our Team Members strive to deliver amazing service and help our Members outsmart life’s roadblocks. We believe everything you do outside of work adds to who you are at work. We're working to transform AAA for the next century with a mission to create Members for life by unleashing the innovative spirit of our Team Members.

Why Work For Us?

• Benefits – Medical, Dental, Vision, wellness program and more!

• 401k Matching – $1 for $1 company match up to 6% of pay

• Annual Incentive Plan – Eligibility to participate in AAA NCNU annual bonus plan

• Paid Time Off – Team Members accrue paid time off monthly with an additional 24 hours per year earmarked for volunteer activities

• Collaborative Environment – AAA will value your contribution to providing exceptional service to our members

Summary

Top level technical contributor and seasoned Business Systems Analyst with functional and technical expertise of the ServiceNow platform and associated business processes and integrations. Responsible for formulating systems scope and objectives relative to the organization's business plan and industry requirements, and for providing support of the ServiceNow platform. 

Must have previous experience as a ServiceNow Administrator. Acts independently or as a member of a project team responsible for providing technical guidance concerning the business implications of the application of various applications. Provides technical consulting on complex projects. Devises and/or modifies procedures to solve the most complex technical problems. Creates detailed specifications from which programs will be written.  May have quality assurance responsibilities. Responsible for fulfilling business support needs in the development, implementation and maintenance of processing and reporting systems. Position utilizes a combination of professional, business and technical systems knowledge and skills.

Essential Functions

• Perform ServiceNow system administration activities.

• Facilitate requirements gathering and deliver gap analysis and impact assessments.

• Document functional business requirements, process flow diagrams, and business use cases

• Write and groom user stories.

• Design solutions with a clear understanding of dependencies, connections and risks.

• Influence solution design and approach to minimize customizations and technical debt.

• Clarify designs and stories with developers and other dependent teams.

• Manage the priorities for system related work (defects and enhancements) and present recommendations to management.

• Support production problems and trouble tickets, including troubleshooting with external vendors.

• Develop reports and dashboards as needed.

• Develop strategies for system enhancements; design solutions; support development, testing, release management and implementation.

• Prepare test scripts for User Acceptance Testing (UAT) and execute.

• Drive UAT with business users including coordination and user acceptance signoff.

• Provide guidance or work direction to lower level analysts and/or vendors.

• Collaborate with IT in translating business requirements into functional and technical requirements; review and approve.

• Perform analytical research as requested, including data results from queries created across platforms. 

• Obtain and analyze cost-benefit data for developmental systems and enhancements.

• Formulate solutions/alternatives for information based on business needs and processing problems across multiple systems and functional areas.

• Develop communication content, both specific and broad, for system changes being implemented in production.

• Other activities as assigned.

Knowledge/Skills/Abilities

• Working knowledge of ITSM/ ITIL framework.

• Working knowledge of ServiceNow Now Platform core capabilities such as CMDB, Workflows, Reporting, Service Catalog, Service Portal, etc.

• Working knowledge of ServiceNow applications such as ITSM, ITOM, ITM and/or SecOps.

• Working knowledge of ServiceNow Automated Testing Framework (ATF)

• Technical knowledge to create and configure business rules, client scripts, UI policies, UI actions, script includes,  notification events, ACLs, workflow activities, etc.

• Knowledge of the ServiceNow Common Services Data Model (CSDM)

• Ongoing knowledge of ServiceNow latest features and best practices.

• Basic knowledge of languages or utilities necessary to perform work (e.g., JavaScript, XML, HTML, SQL, etc.).

• Working knowledge of Agile-based methodologies (such as Scrum).

• Advanced analytical skills to guide critical systems development to meet business needs

• Strong oral and written communication skills for data collection, documentation, and training purposes.

• Understanding of relational databases; ability to develop an understanding of data relationships among various systems within assigned functional area

• Knowledge of data produced by systems, its uses, sources and meaning for decisions.

• Must be comfortable working in a fast paced environment

• Ability to manage multiple, concurrent projects, activities and tasks under time constraints

• Ability to work independently or as a member of a team

• Strong customer centric orientation with the ability to work effectively with diverse teams

• Self-starter with strong technical skills and ability to learn new technologies quickly

• Ability to coordinate cross-functional teams towards task completion.

• Ability to translate technical specifications into business requirements and vice-versa

• Ability to perform duties with limited supervision

Education & Experience/Licenses & Certification

• 5+ years business systems analysis experience

• 3+ years of ServiceNow administration and/or development experience

• 3+ years of IT Service Management or IT Operations work experience

• ServiceNow System Administration Certification strongly preferred

• ServiceNow Application Developer Certification a plus

• ITIL Foundations Certification a plus

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