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Senior IT Business Systems Analyst- ServiceNow

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Date: Mar 14, 2023

Location(s): Palm Beach Gardens, FL, US, 33410

Company: NextEra Energy

Requisition ID:  70368 

Florida Power & Light Company is America’s largest electric company, providing clean, affordable, and reliable electricity to more than 12 million people in Florida. We operate one of the cleanest power generation fleets in the U.S. and our reliability is among the best in the nation. Our goal is to achieve Real Zero carbon emissions from our operations by 2045 by expanding our solar capacity, increasing battery storage and bringing new renewable energy opportunities to Florida, while improving customer affordability and reliability. Are you interested in becoming a game-changer in the energy industry?  Join our world-class team today! 


Position Specific Description

The IT Service Management Center of Excellence of NextEra Energy Inc. and Florida Power and Light (FPL) is looking for a ServiceNow Business Analyst who is passionate about combining ITIL framework for IT Service Management with Agile methodologies for delivering best in class products and services with high velocity and top quality to our internal Business Unit customers. This position is for you who can assist the lead or work independently designing, developing and implementing IT processes, conducting research and performing analysis required to build respective modules within ServiceNow Platform, capture business requirements in a form of agile stories, as well as testing configured functionalities end to end as soon as these have been developed.


This position works directly with Product Owners and/or Product Managers in the execution of agile initiatives to deliver customer value. Employees in this role are involved in the development of business cases, facilitation of analysis workshops, the selection of the most effective solution and the definition and management of User Acceptance Testing (UAT) to ensure enterprise operational and IT deliverables meet the requirements of the enterprise. They also assist the IT staff in understanding the enterprise’s operational needs for both automated and manual solutions to business systems and procedures. They also part of a Scrum Team working with Scrum Masters and/or Agile Delivery Managers during release and sprint planning sessions, daily stand-up meetings, sprint demos, retrospectives, story refining sessions, and related activities.


  • Work with the PO, PM, SC, and/or ADMs, helping to create a product roadmap, coaching the writing of value-driven user stories, features, and epics.
  • Participate in (and may conduct) work planning, daily stand-up meetings, reviews, retrospectives, and sprint and release planning.
  • Participate in (and may conduct) planning sessions with various stakeholders to create documented requirements.
  • Assists in gathering requirements, translate into stories and a design model and manage the overall implementation process in cooperation with developers and other team members.
  • Engage with product owners, stakeholders, and service providers to support organizational key results.
  • Contribute to continuous service improvement initiatives.
  • Maintain platform data integrity and table growth.
  • Support ServiceNow initiatives that may require leveraging external data to report on process health
  • Respond to issues and follow through on defect resolution while adhering to established SLAs.
  • Participate in design, test and transition Service Management and Service Integration solutions.
  • Perform thorough data analysis, while engaged in migration projects, in order to provide requirements for developers enabling configuration and customization.
  • Provide ‘Early Life Support’ - delivering Service Management and Service Integration services and handing over support to the future delivery teams.
  • Design and execute test plans to ensure that business requirements and functional specifications are implemented properly and meet ROI objectives
  • Document workflows, process diagrams, results of business analysis and obtain sign-off from users on specifications.
  • Ensure workflows are designed with efficiency, operational effectiveness and continuous service improvement in mind
  • Understand the long-term business objectives and suggest strategies to meet those objectives; introduce innovation to business processes through technology if appropriate.
  • Assist the enterprise’s business operations staff in developing content or other materials, recommend enhancements and identify new business requirements
  • Apply knowledge of system capacity to determine feasibility of projects
  • Follow and implement industry best practices for release & environment management, source code control with SNOW development COE
  • Work with IT Application analysts and programmers as necessary
  • Develop, edit and maintain standard operating procedures and manuals and/or runbooks.
  • Conducts training sessions to implement new or improved systems and procedures
  • Conducts meetings on all levels of management for purposes of presentations, reviews, approvals of recommendations, etc
  • Performs at or above the enterprise’s performance standard and specifically for procedures development and analysis
  • Facilitate collaboration for both internal and external teams, resolving conflict, removing impediments, and reducing external dependencies.
  • Plan (using agile methodology) for new functionality that comes in the tool with new implementations and business as usual requests
  • Manage risk and dependencies, communicate and escalate impediments to facilitate transparency, and reduce bottlenecks.
  • Provide regular feedback about new insights and lessons learned from experiences
  • Upon project completion, conduct meetings with stakeholders to ensure a smooth transition of services from implementation to support.
  • Participate in technology/solution decisions with architecture and product teams for projects and ensure that technical design, unit testing, deployment, and implementation requirements are properly documented.
  • Embrace servant leadership and displays behaviors that come with the key mindset shifts associated with being Agile.
  • Recognizes and identifies potential areas where existing business services policies and procedures require change, or where new ones need to be developed, and make recommendations in these areas.
  • provide guidance/coaching to the customer when there's opportunities to eliminate "waste" (LEAN concept) from processes.
  • Performs other job-related duties as assigned

Preferred Qualifications & Skills


  • Experience in IT Service Management design, transition or operations processes, in particular, but not limited to, request management and fulfillment.
  • Experience in business analysis and configuration or administration of 2+ modules of ServiceNow Platform
  • Proven experience of documenting Business Requirements, Functional Specifications, Test Scripts and Test Plans, and End User Training
  • Experience using a structured SDLC or agile/scrum methodology
  • Expert organizational and time management skills with the ability to prioritize.
  • Interpersonal skills, to help negotiate priorities and to resolve conflicts among project stakeholders; such as clients and internal team members
  • Decompose high-level information into details and ability to summarize highly-detailed data into small consumable information for management.
  • Strong analytical, critical thinking and problem-solving skills
  • Demonstrate experience in communicating across all levels of an organization, at the most senior levels
  • BS or BA degree in computer science, business administration, or related technical field, or equivalent Certification in field of study.
  • Experience: 3-5 years of business analysis and business partnership experience, administrative, systems support, or equivalent Certification in field of study
  • Excellent Communication and Good Listening Power - Ability to express complex technical concepts effectively, both verbally and in writing.

Desired Qualifications & Skills


  • Demands / Requirements management
  • Familiarity with Jira, Confluence and GitHub
  • ITSM processes (Incident, Problem, Change, Requests Management
  • Lean Six Sigma principles
  • ITIL, Agile, or ServiceNow Certification

Job Overview

This job analyzes business processes and practices and identifies technology opportunities. Employees in this job design and implement information technology solutions to meet customer needs and business goals and strategies.

Job Duties & Responsibilities

  • Demonstrates a strong familiarity with business processes that are in their area of business focus
  • Establishes and manages effective customer relationships with users of business, financial and operations systems, as well as technical team members
  • Applies advanced analytical skills within functional area to decompose work into manageable value-based units
  • Responds to requests, identifies conflicts, and makes recommendations where needed
  • Devises or modifies procedures to solve complex problems
  • Uses knowledge of business processes to identify interdependencies and functional gaps
  • Builds strong working understanding of the technical solution being delivered and analyzes and determines failure points in the solution
  • Contributes to the application testing process (directly or to support end users)
  • Creates and updates documentation, as appropriate, for selected project framework
  • Maintains a familiarity with market trends in technology
  • Performs other job-related duties as assigned

Required Qualifications

  • High School Grad / GED
  • Bachelor’s or Equivalent Experience
  • Experience: 4+ years

Preferred Qualifications

  • None


Employee Group:  Exempt
Employee Type:  Full Time
Job Category:  Information Technology
Organization:  Florida Power & Light Company 
Relocation Provided:  Yes, if applicable


Where permitted by applicable law, NextEra Energy requires all employees and new hires to be fully vaccinated for COVID-19 or be willing to receive the COVID-19 vaccination on or before the first day of employment.


NextEra Energy is an Equal Opportunity Employer. Qualified applicants are considered for employment without regard to race, color, age, national origin, religion, marital status, sex, sexual orientation, gender identity, gender expression, genetics, disability, protected veteran status or any other basis prohibited by law. We are committed to a diverse and inclusive workplace.


NextEra Energy provides reasonable accommodation in its application and selection process for qualified individuals, including accommodations related to compliance with conditional job offer requirements, consistent with federal, state, and local laws. Supporting medical or religious documentation will be required where applicable and permitted by applicable law. To request a reasonable accommodation, please send an e-mail to, providing your name, telephone number and the best time for us to reach you. Alternatively, you may call 1-844-694-4748. Please do not use this line to inquire about your application status.


NextEra Energy will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.


NextEra Energy does not accept any unsolicited resumes or referrals from any third-party recruiting firms or agencies. Please see our policy for more information.


Nearest Major Market: Palm Beach
Nearest Secondary Market: Miami