Senior ServiceNow Business Analyst

About Rivian

Rivian is on a mission to keep the world adventurous forever. This goes for the emissions-free Electric Adventure Vehicles we build, and the curious, courageous souls we seek to attract.

As a company, we constantly challenge what’s possible, never simply accepting what has always been done. We reframe old problems, seek new solutions and operate comfortably in areas that are unknown. Our backgrounds are diverse, but our team shares a love of the outdoors and a desire to protect it for future generations.

Role Summary

We are looking for a versatile Business Analyst coupled with Project Management experience, with a strong background in ServiceNow to lead and manage projects while translating business needs into technical solutions. In this role, you will oversee the implementation, enhancement, and optimization of ServiceNow solutions, ensuring alignment with business objectives and delivering value to the increasing ServiceNow footprint in the organization’s business.

Responsibilities

• Provide the analysis of business and user needs, documentation of requirements, and translation into proper system requirement specifications.
• This role will also trouble-shoot workflow issues for users, write requirements, and perform test user functionality.
• Provide effective and comprehensive communication project wide and engage across the team and project stakeholders.
• Provide analysis, development, and documentation of improvement opportunities.
• Act as a subject matter expert in ServiceNow and Enterprise Service Management.
• Evaluate Service Management business processes, anticipating requirements, uncovering areas for improvement, and developing and implementing solutions.
• Analyze diverse business requirements to be solved with automation on the ServiceNow platform.
• Coordinate and conduct working sessions to gather and document requirements.
• Work closely with developers to ensure all requirements are understood, documented, and tested.
• Facilitate strategic and tactical discussions: Is comfortable leading discussions to address critical challenges, balancing both long-term strategic goals and immediate tactical needs.
• Develop and maintain process maps, business models, and requirements documentation.
• Plan, execute, and oversee projects from initiation through to completion, ensuring they are delivered on time, within scope, and within budget.
• Develop detailed project plans, including timelines, milestones, resource allocation, and risk management strategies.
• Coordinate and communicate with cross-functional teams, stakeholders, and external partners to ensure alignment and collaboration.
• Monitor project progress, identify potential issues, and implement corrective actions as needed.
• Prepare and present regular project status reports and updates to senior management and stakeholders.

Qualifications

• 7+ years of experience working as ServiceNow Functional/Business Analyst in one of the ITSM, ITBM, ITAM, ITOM, HR, GRC modules.
• Should have good understanding and should be up to date on ServiceNow latest releases, features, and issues.
• ServiceNow System Administrator and ITSM implementation certification is a must.
• Must have at least 7 years of experience, three years in agile methodology.
• Must have experience using Scrum methodology to manage project workflow and requirements.
• Experience working with a development team, end users, and provide leadership/mentoring to other analysts required.
• Experience with Agile tools to manage workload, such as JIRA, Azure DevOps, etc. 
• Ability to trouble-shoot workflow issues for user.
• Experience gathering and writing requirements.
• Ability to understand and perform testing on the end-user functionality.
• Must possess the ability to communicate effectively in both writing and verbally with a strong proficiency collaborating across teams.
• Proficiency in project management software (e.g., Microsoft Project, JIRA) and business analysis tools (e.g., Microsoft Visio, Tableau).
• Core competencies include business analysis, project management, business process evaluation, and organizational change management.
• Experience delivering IT consulting services/solutions many of which encompass strategy, people, and process, technology, and infrastructure components.