Job details

Principal Business Systems Analyst

About the job:

We are looking for a Principal Business Systems Analyst to join us in Raleigh, NC. In this role, you will develop and maintain product vision and roadmap and work closely with business stakeholders to identify and understand business needs and bottlenecks. Create, maintain, prioritize, and sequence the product backlog based on business value or ROI.

Telecommuting permitted: work may be performed within normal commuting distance from the Red Hat, Inc. office in Raleigh, NC.

What you will do:

Establish and manage strategy for the channels in which associates can seek help and support, including the service portal, support chat, and ServiceNow mobile
Make business decisions and clearly communicate requirements through epics and stories so they are understood
Collaborates with the agile development team, including UX designer and UI developer, on detailing the user stories and defining acceptance criteria
Participate in the scrum ceremonies (daily, planning, demo, and retro) with the development team
Verify features related to ServiceNow Service Portal after upgrades and feature releases and work closely with other ServiceNow product and process owners within Red Hat to identify opportunities and/or conflicting initiatives
Coordinate with Enablement lead and OCM lead to plan communication and training activities related to new/changed features/functionality released
Coordinate with Knowledge as a Service (KaaS) or technical writer to create and maintain the Knowledge Base Articles related to the ServiceNow Service Portal
Identify KPIs (Key Performance Indicators), create metrics and develop dashboards based on HotJar and Google Analytics
Support the Citizen Developer Program to ensure adoption of the established best practices for the ServiceNow Service Portal product

What you will bring:

Bachelor’s degree (U.S. or foreign equivalent) in information systems, software engineering or related field (in lieu of a 4-year Bachelor’s degree, will accept a 3-year degree from an accredited U.S. or foreign university) and 4+ years of experience in the job offered or related role
4+ years of business analyst or product owner direct experience
2+ years of experience with: Agile Frameworks; ITIL or Service Management Frameworks; ServiceNow Platform; and ServiceNow service portal, mobile apps, and AI technology
Experience with digital product ownership including developing and maintaining the product vision and roadmap

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