Mission

The Service Design functional analyst aims to understand and communicate customer needs, assisting the Product Owner in the prioritization and development of epics, features and user stories as well as the maintenance of the program vision and roadmap.

Functions

• Collaborates with the Product Owner to create and refine user stories and acceptance criteria.
• Participates in the product development, agile ceremonies and Program Increment (PI) planning.
• Develops and commits to team PI objectives and iteration goals.
• Estimates size and complexity of the sprint work.
• Responsible for designing and documenting all business processes, needs, flows and diagrams of solution value within an iteration.
• Tests the functionality within sprints and iterations.
• Continuously improves their process.

Requirements

Education
Technical Degree in computer science, engineering or similar.

ITIL Foundation certification will be a plus.

SCRUM/Lean certifications are a plus.

Competencies

• Team oriented and ability to work in an agile manner.
• Excellent communicator and ability to rapidly identify and resolve issues,
• Interest in designing, analyzing and troubleshooting large-scale distributed systems.
• Systematic problem-solving approach, coupled with strong communication skills and a sense of ownership and drive.
• Ability to debug and optimize code and automate routine tasks.

Languages
Fluent English and Spanish, both written and spoken

Experience

• IT Service Management knowledge and understanding.
• Experience in application development methodologies, including documenting data flows, user workflows, understanding backend APIs, and building functional prototypes.
• Possesses a sound technical foundation and working knowledge of the ServiceNow platform and applications.
• Experience working with common defect tracking software such as Jira and will comfortable running defect triaging sessions involving team members and stakeholders.