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ServiceNow Business Analyst

Date: Jun 11, 2019

Location: Broomfield, CO, US

Company: Vail Resorts

Reach Your Peak at Vail Resorts. You're someone who pushes boundaries and challenges the status quo. You're brave, ambitious and passionate in everything you do. And we want you on our team. Pursue your fullest potential and never settle in the quest to deliver extraordinary guest service. Join one of the world's most innovative companies and re-imagine a mountain resort experience with us. Welcome to Vail Resorts. Reach Your Peak.

Welcome to Vail Resorts. Reach Your Peak.

Summary of Job:


The ServiceNow Business Analyst is primarily responsible for supporting the implementation and administration of the HR Service Delivery and Knowledgebase Platform (ServiceNow), in support of the HR Services team and the associated HR Centers of Excellence (Payroll, Benefits, Employee Relations, etc.)

The ServiceNow Business Analyst is a member of the HR Cloud Application team (comprised of a manager and 3 other Business Analysts) who collectively support the full portfolio of HR Cloud Applications. As such, the Business Analyst would specialize in supporting the ServiceNow platform, but have the skill set necessary to provide secondary support of the full portfolio which also includes:

  • Learning Management System (Saba), primarily in support of Talent Development, Compliance, Health & Safety and other company directives and/or trainings
  • Talent and Performance Management System (SuccessFactors), primarily in support of Talent Acquisition and Talent Development
  • Employee-facing Digital App and website (Modo), primarily in support of all employees and the various resort locations

Essential Duties

  • Own and manage the ServiceNow vendor relationship
    • Open and track support tickets as needed, and follow through with open issues reported from all business owners
    • Manage vendor release process, including review and testing of new functionality; partner with business stakeholders to inform them of design changes/opportunities
    • Maintain system environments (Prod, Test, Dev), schedule and test upgrades or environment refreshes as necessary, or per contract with vendor
  • Collaborate with HR partners and stakeholders to prioritize their requests, meet their business needs, and come up with creative solutions to improve the overall employee experience and business processes utilizing our HR technology
  • Ensure knowledge transfer from project implementation partners to HR Cloud Business Analyst team
  • Administer regular production system support, including researching, diagnosing and resolving data integrity issues, system bugs, etc.
  • Support and provide ideas for continuous improvement by researching industry trends and best practices and providing recommendations for design and system configuration
  • Provide support for integrations (3rd party content integrations, FTP, API, etc.)
  • Own the design of our HR Service Delivery Portal
  • Create, configure, and troubleshoot HR Service Delivery case forms, record producers, workflows, business rules, interfaces with outside applications, client scripts, UI policies, script includes, UI pages
  • Create/maintain security roles in the applications
  • Provide oversight to other administrators in the systems
  • Write, maintain and support a variety of reports or queries utilizing appropriate reporting tools
  • Understand data sources, import sets, and transform maps within ServiceNow
  • Create/maintain end user training based on security roles
  • Refresh application branding as needed
  • Maintain priorities, be accountable for own work and manage expectations
  • Successfully utilize prior experience in applying methodology and best practices.  Use standard techniques to elicit and document business requirements, effectively identify process inefficiencies and make suggestions for modifications.
  • Manage testing process and go-live readiness
  • Other duties as assigned


  • High school diploma required, Bachelors Degree preferred or equivalent experience.   
  • 2-3 years ServiceNow administration in an enterprise environment
  • ServiceNow System Administrator Certification preferred
  • Active involvement and contribution to the ServiceNow Community
  • Experience with JavaScript, XML, HTML, CSS, Apache Jelly, and ServiceNow GlideScript framework, a plus
  • 2-5 years Cloud application experience preferred
  • Working knowledge and understanding of key concepts across the various HR business areas that will be supported (Payroll, Benefits, Employee Relations, Talent Development, Talent Acquisition)
  • Is attentive to detail and accuracy and committed to excellence and quality. 
  • Looks for ways to improve systems and processes
  • Works autonomously, knowing when to escalate or seek support; communicates well
  • Completes tasks in a timely manner, is punctual at work and in meetings.  Shows consistent effort
  • Handles pressure well, adjusts plans to meet changing needs and acts on opportunities
  • Experience managing projects across multiple business functions
  • Contributes to an Experience of a Lifetime for Team
  • Passion for Vail Resorts

We offer a variety of career opportunities at our world-class resorts and corporate headquarters near Boulder, Colorado in fields like Finance & Accounting, Human Resources, Information Technology, Legal, Public Affairs & Sustainability, Marketing, Sales & Communications and more. Our corporate team shares both a passion for the outdoors and a drive to re-imagine the mountain resort experience around the world. Learn more at
Vail Resorts is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other status protected by applicable law.


Requisition ID 168954

Nearest Major Market: Denver