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Functional Analyst-Servicenow

Posted on 3/9/2023

First American

First American

10,001+ employees

Offers title insurance, real estate services, and technology

Data & Analytics
Real Estate

Compensation Overview

$67k - $130kAnnually

Junior, Mid, Senior

Washington, USA + 10 more

Required Skills
  • Good written and oral communication skills
  • Requires problem solving and analytical skills, and the ability to communicate technical information to both technical and non-technical users
  • Ability to manage multiple tasks, respond quickly to emergent problems, and focus both on long-range projects and immediate tasks required to maintain system functionality
  • Experience working in an Agile environment following the Agile methodology, processes, and best practices
  • Experience working on projects involving multiple application modules and integration with other systems
  • Working knowledge of packaged application (ServiceNow) functionality and features
  • Has background that combines functional expertise and business management skills with an understanding of information technology
  • Experience with creating requirements documents, process documentation, training procedures, and test cases using modeling tools such as Visio or other equivalent tools
  • Standard Microsoft Office skill set
  • Generally requires Bachelor's Degree or equivalent work experience
  • Typically, 2-5 years of directly related business systems analysis experience
  • Business Analysis Certification such as CBAP or CCBA preferred
  • Requirements Gathering - Conducts meetings to determine business needs and documents them
  • Conduct Feasibility study of the requirements
  • Research ServiceNow functionality, capabilities, and features that could be implemented to meet business requirements
  • Work with the developers to configure ServiceNow to deliver new or modified functionality
  • Develop functional specifications and design solutions based on application module capabilities
  • Perform application support functions such as incident triage, research application bugs, respond to customer escalations, and other activities that lead to issue resolution
  • Collaborate with technical team in the process of developing application extension solutions or resolving application issues
  • Act as a liaison between the ServiceFirst (ServiceNow) development team and the Business users
  • Prepare test cases, execute, and conduct functional testing and support user testing
  • Assist in issue resolution of production issues as needed
  • Create and manage service requests to resolve application issues or functionality
  • Plan and/or monitor all the tasks and/or phases involved in successful delivery of application solution
  • Shares application and functional knowledge with other functional analysts as needed
Desired Qualifications
  • Experience or background with Information Security processes (Vulnerability Response, Governance, Risk, and Compliance) and/or ITSM processes is a plus
  • Experience with ServiceNow and/or ITIL is a plus

At First American, employees have the unique opportunity to contribute to the digital transformation of the real estate industry, using proprietary technologies and extensive data assets. The company's comprehensive approach to title insurance, settlement services, and a broad spectrum of real estate-related technologies offers a dynamic work environment. Additionally, First American's commitment to innovation in providing data products, valuation services, and more ensures that its team is always at the forefront of industry advancements and service excellence.

Company Stage


Total Funding



Santa Ana, California



Growth & Insights

6 month growth


1 year growth


2 year growth



401k matching

Health, vision, dental insurance

Professional development