ServiceNow Business Analyst



Chicago, IL, USA
Posted on Wednesday, September 27, 2023

DRW is a diversified trading firm with over 3 decades of experience bringing sophisticated technology and exceptional people together to operate in markets around the world. We value autonomy and the ability to quickly pivot to capture opportunities, so we operate using our own capital and trading at our own risk.

Headquartered in Chicago with offices throughout the U.S., Canada, Europe, and Asia, we trade a variety of asset classes including Fixed Income, ETFs, Equities, FX, Commodities and Energy across all major global markets. We have also leveraged our expertise and technology to expand into three non-traditional strategies: real estate, venture capital and cryptoassets.

We operate with respect, curiosity and open minds. The people who thrive here share our belief that it’s not just what we do that matters–it's how we do it. DRW is a place of high expectations, integrity, innovation and a willingness to challenge consensus.

Our Enterprise Application Platforms team manages the core applications that keep the enterprise flowing. They work hard to ensure that the core platforms are operating optimally and configured to meet the business needs while maintaining a focus on security. They obsess over providing extraordinary service regardless of the issue.

We are seeking a highly skilled and motivated individual to join our team as a ServiceNow Business Analyst. In this role you will play a crucial role in enhancing our IT service management capabilities by leveraging the power of the ServiceNow platform. You will be responsible for bridging the gap between business needs and technology solutions, ensuring that our ServiceNow applications and processes align with organizational goals. This role requires a strong blend of technical acumen, business acumen, and excellent communication skills.

You’ll be right at home if you:

  • Have proven experience as a Business Analyst with a focus on ServiceNow or IT service management.
  • Have strong communication skills with the ability to interact effectively with technical and non-technical stakeholders.
  • Possess strong analytical skills and the ability to translate business requirements into technical specifications.
  • Are experienced with process mapping, workflow analysis, and process optimization.
  • Understand project management methodologies (e.g., Agile, Scrum)

What you’ll be working on:

  • Requirements Gathering: Collaborate with business stakeholders to understand their needs, translate them into functional requirements, and document them clearly.
  • Process Improvement: Analyze existing business processes and workflows and identify opportunities for optimization and automation using ServiceNow.
  • Solution Design: Work closely with technical teams to design and configure ServiceNow applications, modules, and workflows to meet business requirements.
  • User Training and Support: Provide training and support to end users, ensuring they can effectively utilize ServiceNow tools and applications.
  • Data Analysis: Analyze data within ServiceNow to provide insights, identify trends, and recommend improvements in IT service delivery.
  • Quality Assurance: Conduct testing and validation of ServiceNow solutions to ensure they meet business requirements and are free from defects.
  • Documentation: Create and maintain detailed documentation of ServiceNow configurations, processes, and changes.
  • Stakeholder Communication: Facilitate communication between business stakeholders, IT teams, and external vendors to ensure alignment and successful project delivery.
  • Continuous Improvement: Stay up to date with ServiceNow best practices, new features, and industry trends, and apply them to enhance existing solutions.

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