Business Analyst - IT Service Management (ITSM)

At EVERSANA, we are proud to be certified as a Great Place to Work across the globe. Were fueled by our vision to create a healthier world. How Our global team of more than 7,000 employees is committed to creating and delivering next-generation commercialization services to the life sciences industry. We are grounded in our cultural beliefs and serve more than 650 clients ranging from innovative biotech start-ups to established pharmaceutical companies. Our products, services and solutions help bring innovative therapies to market and support the patients who depend on them. Our jobs, skills and talents are unique, but together we make an impact every day. Join us! Across our growing organization, we embrace diversity in backgrounds and experiences. Improving patient lives around the world is a priority, and we need people from all backgrounds and swaths of life to help build the future of the healthcare and the life sciences industry. We believe our people make all the difference in cultivating an inclusive culture that embraces our cultural beliefs. We are deliberate and self-reflective about the kind of team and culture we are building. We look for team members that are not only strong in their own aptitudes but also who care deeply about EVERSANA, our people, clients and most importantly, the patients we serve. We are EVERSANA. Job Description This position will be responsible for the analysis of business requirements and process workflows related to the IT service management practices across all IT functions at EVERSANA. Drive process optimization for existing processes and new process development. Play a key role in optimizing and standardizing workflows for IT service management functions. Gather detailed and accurate requirements for system design. The position includes: review, analyze, and evaluate business process and user needs against system structure. Conduct effective requirement gathering sessions with various stakeholders such as technical, business, and manager roles. Document requirements, define scope and objectives and formulate systems to parallel overall business strategies. Prepare URS, FS, System Change documents, workflow diagrams, functional requirements and technical requirements documents. Perform UAT and testing of new functionality. Deliver demonstrations and training to end-users. Proficiency in IT Service Management practices including incident, request, change, problem, asset, knowledge and release management is critical. The position requires working across geographies and time zones. Essential Duties And Responsibilities Our employees are tasked with delivering excellent business results through the efforts of their teams. These results are achieved by: Conducting kick off workshops, documenting fit-gap analysisPrioritizing requirements and create conceptual prototypes and mock-upsGathering requirements through conversations, meetings, workshops, chats, or other channelsPerforming requirements analysisTranslating business process workflows and stakeholder needs into clear functional requirements, user stories, and detailed acceptance criteria for ServiceNow solutionsPartnering with ServiceNow developers and administrators to convert approved business requirements into technical build specifications, workflow logic, form designs, notifications, integrations, and reporting requirementsDefining end-to-end process requirements, decision points, data elements, and system behaviors to support scalable and standardized ServiceNow platform configurationsReviewing proposed ServiceNow designs and configurations to ensure technical solutions align with business intent, process objectives, and platform best practicesPerforming data analysis and consolidation of the data using ExcelDocumenting and communicating the results of your effortsCoordinating meeting participants, UAT testers, and technical team members for effective requirements gatheringOptimizing and evaluating process flows and documented workflowsEnsuring solutions meet business needs and requirements and adhere to ITSM standards and best practicesPerforming user acceptance testingDemonstrating a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.All other duties as assigned Qualifications MINIMUM KNOWLEDGE, SKILLS AND ABILITIES The requirements listed below are representative of the experience, education, knowledge, skill and/or abilities required. Education College degreeExperience and/or Training 5+ years of experience in IT Operations or IT Service Management disciplines, 5+ years' experience on the ServiceNow platform; data analysis skills and training; process optimization experience and training;Licenses/Certificates certification in ITIL v4; certification for ServiceNow platform (any will be considered)Technology/Equipment ServiceNow experienceCompetency in Microsoft applications including Work, Excel, PowerPoint,