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BD (Becton, Dickinson and Company) Sr. Analyst, Service Management in Franklin Lakes, New Jersey

Job Description SummaryThe Sr. Business Analyst is a member of the Service Control Team within Global Service Management, with primary responsibilities focused on the ServiceNow platform in the areas of Portal, Knowledge Management, Project & Portfolio Management (PPM) and Service Catalog Management. With a process first mindset, the Sr. Business Analyst will be responsible to drive automation into operations, lead continuous improvement projects and to deploy new capabilities that positively impact the end user experience.

Job Description

Primary responsibilities will include:

  • Engagement with key stakeholders to understand business needs.

  • Analyze business needs and document user requirements.

  • Engage enterprise architects and ServiceNow platform architects to deliver solutions based on user requirements.

  • Complete projects within the defined scope, timeline and budget. Provide status updates and work cross-functionally to successful implement and drive the adoption of solutions.

  • Increase “self-help” services including Amelia (AI), ITOne Portal (ServiceNow) and Knowledge Management.

  • Support and lead CI initiatives that drive out process inefficiencies with automation, orchestration, integration and removal of non-value-added activities.

  • Become an expert in the implemented processes and capabilities to support ServiceNow users and drive adoption.

  • Research emerging technology to improve processes.

  • Analyze information to make data driven decisions.

  • Partner with Service Delivery and OCM organizations to implement change management plans, create training material and drive adoption of new technology.

  • Develop and manage effective relationships with key stakeholders.

Spheres of Influence:

This role will interact and influence across various level of BD and within the Global Services organization. Key Global Services partnerships include Service Delivery, Service Management, Business Relationship Managers, Global Automation COE, Infrastructure teams, Application Teams and strategic delivery partners.


Quality Impact:

  • Understands working in a regulated environment; manages requirements for compliance in own area of work and complies with those requirements.

  • Supports and maintains the validated status of systems using BD's SDLC validation methods and tools.

  • Manage continuous improvement activities using standard CI methodologies.

Scope of Responsibility:

  • 30% - Support the ongoing implementation and maturity for ServiceNow in the areas of Portal, Project and Portfolio Management, Knowledge Management and Service Catalog Management. Work cross-functionality in the adoption of the solutions.

  • 40% - Engagement with key stakeholders on new demand / requirements from the business, regions and functions. Understand the need, translate into requirements and support the implementation including knowledge articles and training material.

  • 30% - Lead CI initiatives that drive out process inefficiencies.

Required Skill & Knowledge:


  • 4+ years working experience within IT related roles

  • Knowledge of Service Management Tools and Process

  • Experience in Project Leadership


  • Bachelor’s degree in analytics or business, or equivalent experience

  • An ITIL certification is considered an asset


  • Self-Learner with the ability to quickly learn new applications and technologies

  • Strong interpersonal and communication skills

  • Ability to influence without authority across multiple levels, functions and cultures

  • Excellent process understanding

  • Strong analytical and problem-solving skills

  • Knowledge and experience with IT project delivery and SDLC

  • Strong project management and organizational skills

Current BD employees from other locations will be considered for this role and relocation will not be required.


Primary Work LocationUSA NJ - Franklin Lakes

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Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.