Requirements elicitation: Apply different techniques to facilitate meetings and workshops, create a shared understanding with stakeholders, and engage team members Requirements analysis: Collaborates with stakeholders and product teams to decompose large epic stories into features and user stories that can be understood and approved by members of the team Requirements documentation: Translate features and functions into digestible items Creating user stories and acceptance criteria to express requirements Providing product management support such as prioritization and backlog grooming Conduct testing such as functional testing and user acceptance testing (UAT) Use of strong interpersonal skills to engage team members and stakeholders and communicate business expectations to the technical development expert in ways they can produce desired outcome Build trust and respect, establish relationships, and develop rapport with technical and non-technical team members Driving specific process definition, re-engineering, improvement and gap analysis of current/to-be processes during workshops with key customer sponsors and stakeholders Understanding client business processes and service needs and working with the client to demonstrate how ServiceNow modules will support these processes. Provide guidance to the client and to ServiceNow technical resources in the implementation of the to/be processes Advise on all things functionally and operationally related to ServiceNow implementation projects Identify areas of process improvement (efficiency and effectiveness) and recommend solutions that detail pros, cons and risks Lead clients in their efforts to take advantage of the ServiceNow functional capabilities and in their efforts to improve their processes Conduct requirements workshops and serve as functional lead throughout the lifecycle of engagements Lead development of business process story / requirement gathering Develop and maintain design workbooks, process documentation and ServiceNow Agile stories Completing, developing and improving required documentation such as process flow diagrams roles/responsibilities, workshop agendas, presentations, and gap analysis reports Play an active role in configuring the solution and supporting the technical team for any custom development required Managing and communicating process and business requirements ensuring that the proposed solutions meet the customer's expectations May also assist and lead test plan development and execution Assist in development of project plans and enablement training of the client 7+ years of Business System Analysts experience 3+ years of Agile methodology experience Exceptional interpersonal and communication skills (verbal, written, and presentation). Exceptional organizational skills and detail orientation. Strong analytical aptitude, an ability to structure complex or undefined business problems. Experience in prioritization of deliverables and tasks.