ServiceNow Technical Business Analyst

SERVICE NOW TECHNICAL BUSINESS ANALYST

The support engineer is responsible for performing software configuration and support including, but not limited to: screen tailoring, workflow administration, report, data imports, providing support on incident and catalog tasks (BAU operations).

Adapt existing methods and procedures to create possible solutions to complex requirements.

Uses considerable judgment to determine solutions on complex problems.

At Aon, we build decisions for the better to protect and enrich the lives of people around the world.

As an organization, we are united by trust as one inclusive, diverse group, and we are passionate about supporting our colleagues and clients in reaching success.

• Developing, improving, and sustaining functional requirements, user stories, use cases, and related deliverables to satisfy collaborator needs
• Aligning solution builds with platform standards and established guidelines, and ensuring accurate documentation
• Ensuring delivery oversight and serving as the single point of contact for designated products and portfolios
• Proactively finding opportunities to enhance value through platform features
• Leading Product/Portfolio Governance Demand Boards, working alongside partners to grasp changing business requirements, adoption, and keeping governance documentation up to date (demand management, sprint planning, etc.)
• Service Now experience should include debugging and developing scripts, configuring tools, building solutions, technical setup, and deployment. Candidates must develop on the Service Now platform, including modifying core applications like Incident, Problem, Change, Service Catalog, and ESM.
• Administration of a Service Now instance including the delegation of groups, workflows, business rules, UI actions, UI policies, ACLs, dictionary, catalog items, and updates of all other existing solutions revisions
• Effective communication skills
• Understanding of ITIL framework
• Partners with the Aon Service Delivery and ITSM teams to deeply understand their requirements. Collect, review, analyze, and manage business, user, and system requirements from Aon collaborators to build clear, concise, and accurate user stories.
• Connect business and technology to guarantee shared understanding and agreement. Address functional requirements for business needs alongside non-functional requirements like quality attributes, scalability, interfaces, and constraints.
• Convey business requirements and build concepts with models such as gap analysis, use cases, prototypes, etc. as appropriate
• Develop, improve, and sustain functional requirements/user stories/use cases and related deliverables – process flows, test cases, etc. to meet development and partner needs
• Improve initial demand requests, add required collaborators, prioritize, and approve demands in collaboration with partners. Work closely with the developer to assess the effort required and categorize/prioritize the demand accordingly.
• Ensure solution build for requests aligns with platform build standards and guidelines and is detailed accurately in the system. In case of any customization, acquire necessary approvals in the Technical Governance connect and update the Technical Debt Register.
• Direct and/or carry out the UAT process through smoke testing, test case verification, and securing business approvals on UAT for upcoming deployments. Schedule show‑back sessions for projects and major requirements before launch.
• Effective quality and time management, code review, and checklist validation
• Business Analyst is ultimately responsible for the overall outcomes of the demands, including success and failure. Defects to be tracked to measure outcomes
• Engage cooperatively with the team by exchanging information and coordinating efforts to avoid any clashes among the various tasks managed by the group. All projects and significant requests need to be shared within the team during Daily stand‑up or team meetings.
• Performs a governance and advisory function, while also acting as the single point of contact for the designated products and portfolios. Actively seeks…