ServiceNow Business Analyst and Trainer

Job Title & Specialty Area: ServiceNow Business Analyst and Trainer

Department: IT Business Operations

Location: Dallas, TX

Shift: 8:00 AM to 5:30 PM

Job Type: Remote (Texas)

Why Children's Health?

At Children's Health, our mission is to Make Life Better for Children, and we recognize that their health plays a crucial role in achieving this goal.

Through our cutting-edge treatments and affiliation with UT Southwestern, we strive to deliver an extraordinary patient and family experience, ensuring that every moment, big or small, contributes to their overall well-being.

Our dedication to promoting children's health extends beyond our organization and encompasses the broader community. Together, we can make a significant difference in the lives of children and contribute to a brighter and healthier future for all.

Summary

We are seeking an experienced ServiceNow Business Analyst & Trainer to gather and analyze business requirements, support ServiceNow implementations, and deliver effective end-user training. This role involves collaborating with business stakeholders, product owners, developers, and technical teams to translate business needs into functional requirements while ensuring successful user adoption through training, knowledge transfer, and change management.

Responsibilities

• Gather, analyze, and document business requirements, functional specifications, user stories, and acceptance criteria.
• Conduct stakeholder workshops, process assessments, and gap analyses to identify improvement opportunities.
• Support ServiceNow implementations and enhancements across ITSM, ITOM, CMDB, ITAM, HRSD, and CSM modules, as applicable.
• Support UAT, functional testing, defect management, and implementation activities.
• Create training materials, user guides, process documentation, presentations, FAQs, and knowledge articles.
• Conduct hands-on demonstrations, workshops, training sessions and knowledge transfer sessions on ServiceNow functionality and workflows.
• Assess training effectiveness, gather user feedback, and provide post-training support.
• Support organizational change management, user adoption, and continuous process improvement.
• Ability to work independently, collaborate with cross-functional teams, and support multiple priorities in a fast-paced environment.
• Experience in ServiceNow business analysis, requirements gathering, and process documentation.
• Strong understanding of ServiceNow platform capabilities, out-of-box ServiceNow application workflows, and experience with modules such as ITSM, ITAM, CDM, SecOps, etc.
• Experience developing training content and delivering engaging training sessions to diverse audiences.
• Excellent communication, presentation, facilitation, and stakeholder management skills.
• Ability to translate complex technical concepts into clear, user-friendly instructions.

How You’ll Be Successful:

WORK EXPERIENCE

• At least 3 years Experience as a Business Analyst supporting enterprise applications, business processes, workflow automation, or technology implementations. Required
• At least 2 years Experience gathering requirements, documenting current-state and future-state processes, writing user stories, and defining acceptance criteria. Required
• At least 2 years Experience working with enterprise applications, business workflows, reporting, data, integrations, or operational process improvements. Required
• At least 2 years Experience collaborating with developers, administrators, architects, process owners, and business stakeholders to deliver technology solutions. Required
• At least 2 years Experience supporting testing activities, including test plans, test cases, user acceptance testing, defect triage, and business validation. Required
• At least 2 years Experience working within agile, scrum, or hybrid delivery environments, including sprint planning, backlog refinement, demos, and retrospectives. Required
• At least 2 years Experience facilitating stakeholder meetings, documenting decisions, communicating risks, and managing competing priorities. Required
• At least 1 year Familiarity with ITIL practices, service management concepts, change control, release management, and operational support processes. Required
• At least 1 year Experience creating reports, dashboards, process metrics, or operational analytics. Required
• At least 1 year Experience developing training materials, job aids, user guides, release communications, or adoption support documentation. Required
• At least 1 year Experience with healthcare, clinical applications, hospital operations, or regulated enterprise environments. Required

EDUCATION

• Bachelors Degree Essential Business Administration, Information Systems, Information Technology, Computer Science, Healthcare Administration, or a related field. or
• Equivalent Experience in lieu of degree Essential In lieu of a formal degree, equivalent years of experience demonstrated business analysis, ITSM, process improvement, or enterprise application experience may be considered.
• Preferred Evidence of ongoing professional development in ITIL, agile delivery, business analysis, workflow design, process improvement, or enterprise applications.

LICENSES AND CERTIFICATIONS

• Required: ServiceNow Certified System Administrator (CSA).
• Required: ServiceNow Certified Implementation Specialist – IT Service Management (CIS-ITSM) or equivalent ServiceNow implementation certification.
• Preferred: ServiceNow Certified Implementation Specialist – Data Foundations (CIS-DF)

A Place Where You Belong

We put our people first. We welcome, value, and respect the beliefs, identities and experiences of our patients and colleagues. We are committed to delivering culturally effective care, creating meaningful partnerships in the communities we serve, and equipping and developing our team members to make Children’s Health a place where everyone can contribute.

Holistic Benefits – How We’ll Care for You:

• Employee portion of medical plan premiums are covered after 3 years.
• 4%-10% employee savings plan match based on tenure
• Paid Parental Leave (up to 12 weeks)
• Caregiver Leave
• Adoption and surrogacy reimbursement

As an equal opportunity employer, Children's Health does not discriminate against employees or applicants because of race, color, religion, sex, gender identity and expression, sexual orientation, age, national origin, veteran or military status, disability, or genetic information or any other Federal or State legally-protected status or class. This applies to all aspects of the employer-employee relationship including but not limited to recruitment, hiring, promotion, transfer pay, training, discipline, workforce adjustments, termination, employee benefits, and any other employment-related activity.