Job Description: Sr. BA/Product Owner - ServiceNow ITSM Module
Location: Jacksonville, FL (Hybrid)
Position Overview:
We are seeking a Senior Business Analyst/Product Owner with extensive experience in the ServiceNow ITSM module to join our team at CSX. This role is crucial for driving the development and enhancement of our ServiceNow platform as our Center of Excellence (CoE) continues to evolve. The ideal candidate will have a proven track record of working with the ServiceNow ITSM module at large enterprises, ensuring that business requirements are translated into effective and scalable solutions.
Key Responsibilities:
- Act as the primary liaison between business stakeholders and the IT development team, ensuring clear communication and understanding of requirements.
- Lead the gathering, analysis, and documentation of business requirements for ServiceNow ITSM module enhancements and implementations.
- Collaborate with cross-functional teams to prioritize the backlog and define the product roadmap, ensuring alignment with business objectives.
- Translate business needs into detailed user stories, acceptance criteria, and functional specifications.
- Facilitate workshops and meetings with stakeholders to gather insights and feedback, ensuring that the ServiceNow platform meets business needs.
- Work closely with developers and testers to ensure that delivered solutions meet the defined requirements and provide value to the business.
- Participate in UAT (User Acceptance Testing) to validate that the developed solutions align with the business requirements.
- Provide ongoing support and guidance to the business and IT teams, ensuring the successful adoption of ServiceNow solutions.
- Contribute to the continuous improvement of the ServiceNow platform by identifying areas for enhancement and optimization.
Qualifications:
- Extensive experience as a Business Analyst/Product Owner, specifically with the ServiceNow ITSM module in large enterprise environments.
- In-depth knowledge of IT Service Management (ITSM) best practices and processes.
- Proven ability to translate business requirements into actionable user stories and detailed specifications.
- Strong experience in Agile/Scrum methodologies, with the ability to lead sprint planning and backlog refinement sessions.
- Excellent communication and stakeholder management skills, with the ability to influence and collaborate at all levels of the organization.
- Experience with ServiceNow ITOM, HR, and other ServiceNow modules is a plus.
- Local to Jacksonville, FL, and able to work onsite on a weekly basis.
- Ability to potentially convert to a full-time employee as the ServiceNow Center of Excellence matures.
Education & Certification:
- Bachelor’s degree in Information Technology, Business Administration, or a related field.
- ServiceNow certification in ITSM is highly preferred.