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Business Systems Analyst III - ServiceNow

Reliance Steel & Aluminum Co.


Location:
Cypress, California 90630
Date:
09/01/2017
2017-09-012017-10-09
Job Code:
Div. 98 #525
Job Type:
Employee
Job Status:
Full Time
Shift:
1st Shift
Reliance Steel & Aluminum Co.
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Job Details

Reliance Technology Solutions (RTS) is offering a unique opportunity to an accomplished Business Systems Analyst III with ServiceNow Administration experience to support and enhance the company’s own Service Management technology to better align internal processes with ITIL best practices.

As a member of the RTS ServiceNow team, the Business Systems Analyst III role would encompass the following:

  • Responsible for the administration, development, documentation and technical support of the ServiceNow platform
  • Lead enhancement efforts on the ServiceNow platform that apply technical solutions to eliminate manual processes and simplify workflows for complex procedures
  • Work closely with IT Management to align internal ServiceNow processes with the IT strategy
  • Leverage your business knowledge and technical expertise to drive business process improvements and engage in demonstrations, present value propositions, and proof of concepts

The Business Systems Analyst III must have a fundamental understanding of ITIL business processes and IT Service Management; must have a basic knowledge of JavaScript, HTML, Web Applications, and possess the ability to create, administer and manage Workflow Configuration.

Essential Functions

Requirements Elicitation - Ability to identify a desired future state that addresses a business problem.

  • Effectively uses interviewing skills to elicit, identify, and document business requirements
  • Precisely and consistently captures business problems.
  • Uncover needs and value drivers that business partners and end users would not be able to articulate on their own
  • Articulate and incorporate extensive business knowledge into requirements
  • Obtain agreement and confirm understanding by clearly interpreting business requirements
  • Drive consensus for a desired future state to meet the business problem and enterprise objectives
  • Influence stakeholders by clearly interpreting the future “to be” state

Requirements Management and Analysis - Ability to define, document and manage business requirements to the smallest set that will provide the biggest impact in advancing business objectives.

  • Accurately translates business requirements into functionality
  • Manage requirements to meet business expectations
  • Prioritize business requirements and recommends changes to multiple business processes.
  • Understand business process complexity
  • Assess the risks of various solutions looking across multiple applications
  • Document and contribute to the "to be" business process state considering multiple factors
  • Recommend changes to multiple business processes and communicates the changes and the "to be" state in business terms to business partners
  • Influence business partner requirements in support of enterprise objectives
  • Recognize the implications of business strategy changes

Creating Compelling Business Case - Ability to measure and communicate proposed project benefits.

  • Clearly articulates the impact of business problems and benefits using business language
  • Understand the organization’s economic and revenue drivers
  • Understand industry-specific trends that impact the organization
  • Quickly adapts to changes in business strategy
  • Effectively communicates the value of a solution value to key stakeholders

Providing Accurate Project Effort Estimates - Ability to quantify and meet individual and project phase level efforts.

  • Create, manage and meet accurate project effort estimates for their assigned tasks
  • Adhere to RTS project methodology throughout project lifecycle
  • Effectively engages stakeholders in the project estimation process
  • Manage ambiguity and creates accurate project effort estimates for their assigned tasks
  • Understand, consider and communicate interdependencies for project estimates
  • Accurately identifies project-specific risks through the software development lifecycle

Design for Usability - Ability to translate business requirements into business solutions for end-user adoption and productivity improvement.

  • Incorporate usability and User Interface (UI) efficiencies into business solutions
  • Understand the business data needs as it relates to a potential solution
  • Effectively conveys the business preferences and functional design to the technical teams
  • Ensure end-to-end service performance from the end user’s perspective
  • Incorporate knowledge of UI best practices in functional design
  • Ensure compliance to RTS UI standards

Functional Design - Ability to translate business requirements to functional designs using analysis and design techniques.

  • Understand and create functional design specifications for low to high complexity solutions
  • Provide the link between the business and technical views of the system
  • Can listen to and understand technological constraints
  • Clarify the business rationale of a solution concept
  • Map business requirements to functional specifications ensuring traceability
  • Anticipate weaknesses in the design solution to ensure risk is mitigated
  • Understand technical design specifications and ensure that the technical solution(s) developed will satisfy the needs of the business
  • Capitalize on reusability while minimizing rework by incorporating prior resolved solutions
  • Consider solution interdependencies in functional design
  • Consider third party application features and upgrades prior to designing in-house solution
  • Develop solutions for system needs that business partners would not be able to articulate on their own
  • Ensure reusability while minimizing rework by incorporating prior resolved solutions

Adherence to Standards - Ability to create solutions that adhere to and incorporate RTS standards.

  • Apply and uses information and technology standards in design of solution
  • Obtain key inputs from Enterprise Architecture groups to ensure compliance and exception management
  • Adhere to project management methodology
  • Can identify commonalities and suggests a consistent approach across projects
  • Identify opportunities for creating reusable enterprise services

Business Requirements Testing and Validation - Managing traceability of business requirements through testing and validation process.

  • Ensure that business and non-business requirements have been met through testing and validation
  • Document validation results are as expected
  • Develop reusable test case suite
  • Execute functional, system and integration testing and validation of proposed solution
  • Work with stakeholders on evaluating coverage of test cases
  • Ensure the coverage is appropriate for the business solution
  • Facilitate and coordinate end-to-end system integration of proposed solution

User Acceptance Testing - Collaborates with stakeholder in testing for acceptance of end user business solution.

  • Participate in the installation and configuration of development/test/production Dynamics AX 2012 environments as required
  • Builds user acceptance test cases
  • Coordinate, monitor, and train end-users on business solution
  • Provide clarification on basic questions of solution testing
  • Incorporate customer feedback into delivery of service to provide the best experience possible for the customer
  • Quickly and effectively solves customer problems
  • Facilitate end-user adoption of business solution
  • Validate testing results are as expected and obtains sign-off

Business Relationship Management - Ability to engage business sponsors and contribute to their targeted business outcomes.

  • Proactively resolves customers’ satisfaction issues
  • Clearly articulates the role of technology in terms easily understood by business constituencies
  • Help align customer expectations for project delivery (e.g. scope, schedule, budget, and outcome)
  • Effectively navigates conflict between multiple business partners
  • Adjust engagement to match customer preferences
  • Can influence stakeholder decision making to optimize project deliverables

Supplemental Duties and Responsibilities

  • Pursues training and development opportunities; Strives to continuously build knowledge and skills
  • Assist personnel in other RTS departments to resolve technical and/or application issues
  • Other duties as requested

Core Competencies

Problem Solving - Ability to problem solve through problem identification (what is the problem), solution assessment (what can be done), problem documentation (document for future) and problem response (implementing a solution).

     Able to:

  • Frame problems before trying to solve them
  • Provide insight into the root-causes of problems
  • Seek advice from those who have solved similar problems
  • Anticipate problems and is proactive in addressing them
  • Follow up to ensure that the problem has been resolved
  • Ask perceptive questions to seek optimal solutions
  • Explore various sources for answers, and think "outside the box" to find options
  • Be open to others' ideas to help develop solutions
  • Generate a range of solutions and courses of action with benefits, costs, and risks associated with each
  • Evaluate the chosen course of action to determine its worth and impacts
  • Involve the team in problem solving
  • Provide innovative and creative solutions
  • Break down low to highly complex problems and identify all of their components
  • Consider proposed solutions against the reality of likely effects before going forward; looks beyond the obvious and does not stop at the first answers  

Communication - Ability to communicate effectively across all levels to support departmental and organizational objectives.

     Able to:

  • Clearly express information taking into account audience and nature of the information (for example, non-technical, sensitive, and controversial)
  • Ask questions and summarize what was heard to prevent miscommunication
  • Present information in a concise and focused manner
  • Listen to others
  • Communicate written information (for example, facts, ideas, or messages) in a succinct and organized manner
  • Produce written information, which may include technical material that is appropriate for the intended audience
  • Share ideas and perspectives and encourage others to do the same
  • Inform others involved in a project of new developments
  • Ensure written messages have the desired effect on the target audience
  • Effectively use multiple channels to communicate important messages          

Customer Service - Ability to develop and maintain strong relationships with customers by listening, understanding and responding to their needs.

     Able to:

  • Provide service to internal and external customers to satisfy their needs and expectations
  • Listen to concerns and resolve reported issues effectively and promptly
  • Deliver high quality products and services
  • Commit to continuous improvement
  • Ensure and comply to customer response timeline (SLAs) based on the severity of reported issues including documenting concise and accurate status information in the ServiceNow ticketing system                                                                                                                                     
  • Anticipate customer’s needs and move to effectively address issues
  • Establish proactive relationship with customers; includes providing education to clients as appropriate
  • Deliver high quality solutions that meet the organization’s needs
  • Elicit feedback from customers    
  • Consider both short and long-term interests of the customer in making service decisions
  • Create strategies to help the organization serve customers more effectively      

Decision making - Makes sound, well-informed, and objective decisions; perceives the impact and implications of decisions; commits to action, even in uncertain situations, to accomplish organizational goals.

     Able to:

  • Gather relevant information before making decisions
  • Escalate decisions when appropriate
  • Weigh pros and cons of each option before making a decision and moving forward
  • Balance analysis, insight, experience, and perspective when making decisions
  • Explain the rationale for a decision
  • Find solutions that are acceptable to diverse groups with conflicting interests and needs
  • Make decisions in difficult situations in a timely manner
  • Consider lessons learned from experience, differing needs, and the impact of the decision on others
  • Make necessary decisions even when information is limited or unclear
  • Take the lead when it is necessary to facilitate change, overcome an impasse, face issues or ensure that decisions are made  

Accountability - Holds self-accountable for measurable high-quality, timely, and cost-effective results.

     Able to:

  • Proactively collaborate between own functional area and areas below or above in the project stream as needed
  • Set well-defined and realistic personal goals
  • Comply with established policies and procedures
  • Accept responsibility for mistakes
  • Display a high level of initiative, effort, and commitment towards completing assignments
  • Minimize re-work
  • Seek out learning opportunities
  • Identify training needs and take action to obtain knowledge                                                                            
  • Anticipate and adjust for problems and roadblocks
  • Be enthusiastic for the things he/she sees as challenging
  • Be proactive throughout work assignments /projects
  • Persistently push self and others for results
  • Help others learn
  • Make good decisions on behalf of the company (profitability, compliance)
  • Manage costs
  • Provide consistency between projects
  • Mitigate issues within work scope to keep the workflow moving smoothly to a conclusion
  • Consistently seize opportunities
  • Recommend work allocations
  • Limit risk and exposure      

Company Business Knowledge - Understands the company, its products and the business processes.

     Able to:

  • Apply extensive Reliance business knowledge (two or more areas) to technology solutions
  • Help guide and/or influence business decisions on technology solutions

Building Collaborative Relationships - Develops, maintains, and strengthens partnerships with others inside or outside the organization.

     Able to:

  • Establish rapport with co-workers easily
  • Encourage and facilitate cooperation, pride, trust and group identity
  • Work with others to achieve goals
  • Listen and respond constructively to other team members' ideas
  • Offer support for others' ideas and proposals
  • Be open with other team members about his/her concerns
  • Share his/her expertise with others
  • Express disagreement constructively
  • Acknowledge team members for their contributions
  • Provide assistance to others when they need it
  • Work for solutions that all team members can support
  • Effectively collaborate with geographically distributed teams to achieve goals
  • Recognize the business concerns and perspectives of others
  • Resolve confrontations and disagreements constructively                                                                                                              
  • Focus on the situation, issues, or behaviors, rather than the people

Leadership – Displays effort and commitment in carrying out the department’s goals and objectives.

     Able to:

  • Act in a proactive and achievement-oriented manner
  • Treat co-workers in a fair and equitable manner
  • Empower others by sharing information
  • Actively listen and clarify information as needed
  • Foster an atmosphere of open communication
  • Behave in a tactful, compassionate, and sensitive manner
  • Consider and respond appropriately to the needs, feelings, and capabilities of different people in different situations
  • Share best practices and processes                                                                              
  • Recognize the differences in people and what motivates them
  • Utilize appropriate techniques to encourage and support staff in meeting or exceeding desired outcomes

Requirements

  • Bachelor’s Degree or equivalent work experience in a related field required
  • 7+ years’ Business Systems Analysis experience required
  • 3+ years’ experience with administrating ServiceNow technology required
  • 3+ years’ experience with ServiceNow configuration, scripting and development of complex workflows required
  • Demonstrated ability to have successfully completed multiple, complex, cross-functional projects required
  • ServiceNow scripting experience using JavaScript, HTML, CSS, XML, SOAP and Web services required
  • Ability to lead and work collaboratively within a business unit team and have strong influencing skills
  • Must be able to manage multiple priorities and complex tasks in a dynamic work environment
  • Must have experience preparing end-user documentation and conducting end-user training
  • Must be skilled in analytical techniques, practices and problem solving
  • Experience working with Project Managers with ability to accurately estimate ETA’s on projects and tasks
  • ITSM experience would be advantageous (Tool or business process)
  • Exhibits prior and current technical expertise in web technology and the ability to learn new technology
  • Ability to effectively communicate, both verbally and in writing, at all levels including customers, vendors, peers, business stakeholders and management required
  • Proficiency with Microsoft Windows and Microsoft Office products required
  • Proficiency with some collaboration tools like SharePoint and Box
  • Capable of learning new systems and creating/implementing new system functionality
  • Understands advanced internet and client/server architectures
  • Possess advanced knowledge of SQL and databases
  • Must be self-motivated and able to work independently with minimal supervision and as part of a team
  • Detail oriented with excellent interpersonal communication skills
  • Excellent customer service skills

We are an Equal Opportunity/Affirmative Action Employer. All persons shall have the opportunity to be considered for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable federal, state or local law. 

We will endeavor to make a reasonable accommodation to the known physical or mental limitations of a qualified applicant with a disability unless the accommodation would impose an undue hardship on the operation of our business. If you believe you require such assistance to apply for the position or to participate in an interview, please let us know. 


Reliance Steel & Aluminum Co. provides reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Era Veterans' Readjustment Assistance Act of 1974 and Title I of the Americans with Disabilities Act of 1990.  Applicants who need accommodation in the job application process should contact Gabe Muñoz at (213) 576-2426 or e-mail  gabriel.munoz@rsac.com to request an accommodation.



JOB APPLICATION PROCESS:
 
To be considered for this position, the candidate must submit their resume to recruiting@rsac.com 
and specify the position for which they are applying in the subject line or body of the email.

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