Company Summary

Join a team that puts its People First! Since 1889, First American (NYSE: FAF) has held an unwavering belief in its people. They are passionate about what they do, and we are equally passionate about fostering an environment where all feel welcome, supported, and empowered to be innovative and reach their full potential. Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For® list for seven consecutive years. We have also earned awards as a best place to work for women, diversity and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all. For more information, please visit www.careers.firstam.com.

Job Summary

We are looking for an experienced Functional Analyst to join our dynamic team in Santa Ana, CA! As a Functional Analyst, you will gather and document business system requirements. You will develop functional specifications and design solutions as per application capability, act as a liaison between the ServiceFirst (ServiceNow) Development team and the Business users. You will perform Fit/Gap Analysis and configure the ServiceNow platform and its applications and modules to deliver new or modified functionality. Our Functional Analyst documents test plans and supports user acceptance testing as well as recommends application functionality and features that could be implemented. You will create and manage service requests to resolve application issues or functionality.
 

Essential Functions

• 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.

Knowledge and Skills/Technology Used

• 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.

Typical Education

• Generally requires Bachelor’s Degree or equivalent work experience

Typical Range of Experience

• Typically, 2-5 years of directly related business systems analysis experience

• Experience or background with Information Security processes (Vulnerability Response, Governance, Risk, and Compliance) and/or ITSM processes is a plus.

License or Certification

• Business Analysis Certification such as CBAP or CCBA preferred

• Experience with ServiceNow and/or ITIL is a plus

Location:

** Remote talent encouraged to apply.  Candidates local to Santa Ana, CA will be required to work a hybrid schedule.**

Pay Range: $67,000-$130,000 Annually

This hiring range is a reasonable estimate of the base pay range for this position at the time of posting.  Pay is based on a number of factors which may include job-related knowledge, skills, experience, business requirements and geographic location

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First American invests in its employees’ development and well-being, empowers them to provide superior customer service and encourages them to serve the communities where they live and work. First American is committed to diversity and inclusion. We are an equal opportunity employer.Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave and other great benefits like an employee stock purchase plan.