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Business Analyst (ServiceNow)

Cox Enterprises | Atlanta GA 39901 USA | Full Time | Posted: 03/02/2021

Job Descriptiontop

Primary Location: 6205 Peachtree Dunwoody Rd, Atlanta, GA, USA

Division: Cox Enterprises

Job Level: Individual Contributor

Travel: Yes, 5 % of the Time

Schedule: Full-time

Shift: Day Job

Requisition Number: 210611

The ServiceNow Process Analyst is proficient in process engineering, process driven systems business requirements and change management. This resource understands processes and business and will be assigned to various sized ServiceNow initiatives from enhancements to projects. Participates on cross-functional teams on ideas and solutions that impact operational results. This role will ensure all discovery and process analysis initiatives are delivered with high quality, add business value and align to leading best practices.

Primary Responsibilities and Essential Functions

  • Plans, performs and implements process improvement and/or change management initiatives.
  • Develops and implements processes to establish and maintain quality standards of existing products and services.
  • Develops policies, methods and procedures to supporting and lending to improvement of business processes and in support of change management.
  • Provides consultation on the use of re-engineering techniques to improve process performance and product quality.
  • Ensure that changes are deployed in a consistent, timely fashion that manages the risk of change, minimizes disruptions to the target environment, and provides a framework to ensure that changes are successfully implemented
  • Researches best business practices within and outside the organization to establish benchmark data.
  • Analyzes and measures the effectiveness of existing business processes and develops sustainable, repeatable and quantifiable business process improvements.
  • Develops and authors methods and procedures / job aides, processes and other formalized documents based on business requirements.
  • Determines how new information technologies can support reengineering business processes.
  • Develops metrics that provide data for process measurement, identifying indicators for future improvement opportunities. Diagrams and evaluates existing processes.
  • Measures performance against process requirements.
  • Organizes, leads and facilitates cross-functional project teams.
  • Has mutual ownership and accountability with business partners on the systems and tools they support.
  • Understands the interdependent architectures, systems and services between multiple functional areas in the Field and at Corporate.
  • Successfully builds and manages relationships between various field and corporate contacts to fully meet their business process and change management needs. This includes defining policies, methods & procedures and best practices.
  • Performs troubleshooting of technical and business processes
  • Understands the implications and applications of emerging technologies along with non-technical processes
  • Delivers presentations and training courses including measurement, analysis, improvement and control.
  • Plans, performs and implements process improvement and/or change of ServiceNow ITSM, HR or other platform initiatives.


  • 3+ years of experience in related field preferred (i.e. change management, business process design, etc.)
  • Demonstrated problem solving and analytical thinking skills.
  • Excellent interpersonal, leadership, presentation, and collaborative skills to work effectively with teams throughout organization
  • Ability to manage multiple projects, deliverables, and milestones
  • Strong verbal and written communication skills
  • Ability to identify and understand the business issues and develop a solution


  • BS/BA degree in related discipline strongly preferred
  • 2+ years of experience performing business Process Analysis leveraging knowledge of ServiceNow to design an optimal solution
  • Experience in corporate back-off and shared services functions desired.
  • Strong knowledge of Microsoft Office 365: PowerPoint, Teams, Visio, Excel & Word.

Who We Are

About Cox

We are the Cox family of businesses. We've been making our mark since 1898 by building and evolving world-class businesses, staying true to our values, and encouraging top talent to always look for growth and impact while building a career with us. Our primary divisions – Cox Communications and Cox Automotive – are driving a new wave of innovation, powering smart cities with powerhouse broadband communications and pioneering greener, more progressive transportation alternatives for individuals and fleet operators. We're also expanding into new spaces like cleantech and healthcare to rev up our momentum toward building a better future for the next generation. We're looking for the talent today who will be our leaders tomorrow. Sound intriguing? Learn more about where we are today, where we hope you'll be going with us, and the common purpose that unites us at

Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.

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Location Atlanta, GA, 39901, United States
Categories Information Technology

Location Maptop

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Job Code 210611

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