Title: Business Analyst - Service & Operations Location: Needham, MA Job Description: Position Summary As a member of the Service & Operations (S&O) department, the Business Analyst partners with S&O leadership to transform operational priorities and data into actionable insights, scalable solutions, and executive decision support. Serving as an extension of the leadership team, this role leverages data, analytics, AI-enabled tools, and business analysis to improve operational performance, inform strategic decisions, and support the evolution of the Service & Operations operating model. The Business Analyst acts as a strategic business partner, translating initiatives into actionable analysis, business requirements, practical solutions, and executive communications. This role is for a highly organized, analytical, detail-oriented, and exceptional communicator who can drive change through data-driven insights and process improvements. Key Responsibilities Analysis & Reporting - Analyze large operational datasets to identify trends, inefficiencies, capacity constraints, and opportunities to improve capacity planning, workflows, and processes. - Create and maintain key metrics, and KPI tracking capabilities through dashboards. Identify key data points to measure, source data from multiple enterprise systems, and present meaningful insights that support leadership decision-making. - Develop and operationalize analytical tools, workflow enhancements, automation opportunities, and AI-enabled solutions that improve operational efficiency, scalability, and decision-making. - Partner with Technology, Data, and business leaders to define reporting requirements and develop dashboards, analytics, and reporting capabilities that support Service & Operations priorities, using enterprise data platforms, including Snowflake and other analytics tools. - Support operational modeling, segmentation analysis, workforce planning, and gearing ratio development to inform Service & Operations strategy. Executive Support & Communications - Partner with S&O leadership to prepare executive presentations, communications, business cases, recommendations, and operational documentation. - Organize and synthesize information from multiple sources into clear summaries, recommendations, and executive-ready materials that support leadership decision-making. - Prepare materials and summaries for leadership or business partner meetings, operating reviews, strategic discussions, and departmental status updates. Business Process & Requirements - Document and maintain business processes, workflows, SOPs, business requirements, and other operational documentation that support consistent execution across Service & Operations. - Translate analytical findings into business recommendations and business needs into clear requirements for Technology and enterprise partners. - Maintain appropriate documentation, data governance, and process controls consistent with organizational and regulatory standards. Business Operations Support - Support S&O strategic initiatives through research, data analysis, business case development, implementation planning, and executive follow-up. - Track action items, decisions, and deliverables for leadership priorities. - Partner across functional teams to support implementation of S&O initiatives and special projects. Required Qualifications - 5+ years of experience in business analysis work involving large, complex projects and building/fostering relationships with cross-functional teams and leaders. Experience in financial services preferred. - Experience analyzing large datasets using enterprise reporting or cloud data platforms (Snowflake preferred). - Fluent in multiple technology systems with ability to quickly learn new ones. - Experience with Snowflake, PowerBI, Salesforce, Orion, Addepar preferred. - Strong analytical and problem-solving skills with the ability to interpret operational data, synthesize information from multiple sources, and translate findings into clear business recommendations, reporting, documentation, and executive presentations. - Excellent written communication and technical writing skills, including experience preparing executive-level PowerPoint presentations and clearly communicating complex analyses and recommendations to multiple stakeholders. - Advanced Excel skills including Power Query, PivotTables, data modeling, or similar analytical techniques. - Experience documenting business processes, requirements, procedures, or workflows. - Experience leveraging AI and productivity tools to improve the quality, speed, and consistency of analysis, communications, documentation, and deliverables. - Experience building and maintaining executive dashboards, KPI reporting, and performance metrics. - Intellectual curiosity with the ability to quickly learn new business processes and systems, ask thoughtful questions, manage competing priorities, and operate independently in a dynamic environment. - Experience supporting operational, process improvement, or technology-related initiatives in wealth management preferred. Work Environment - This role will be based in a hybrid setting with 3 days/week onsite in Needham, MA. Occasional travel may be required for stakeholder meetings and project delivery. This position is an exempt position. The annualized base pay range for this role is expected to be between $100,000–$120,000 base salary compensation range. Actual base pay may vary based on factors including, but not limited to, experience, subject matter expertise, geographic location where work will be performed, and the applicant’s skill set. The base pay is just one component of the total compensation package. Other rewards may include an annual cash bonus and a comprehensive benefits package, including but not limited to medical, dental, vision, life insurance, and 401(k). Please note that the job title is subject to change based on the selected candidate’s experience and education. #LI-KJ2 About Focus Financial Partners Focus is a leading financial services firm comprised of integrated wealth management, family office, and business management services. Blending deep expertise and expansive resources with a boutique, client-first fiduciary philosophy, Focus helps individuals, families, and institutions navigate complex financial situations with highly personalized solutions tailored to their unique needs. To learn more about Focus, visit www.focusfinancialpartners.com or follow the company on LinkedIn. Focus is an equal opportunity employer and bases its employment decisions on the employee or candidate’s skillset, and without regard to an employee or candidate’s race, color, religion, sex (including pregnancy), gender identity, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by local, state and/or federal law. Focus complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact. The following language is for US based roles only For California Applicants: Information on your California privacy rights can be found here For Indiana Applicants: It is unlawful for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component. For Maryland Applicants: I UNDERSTAND THAT UNDER MARYLAND LAW, AN EMPLOYER MAY NOT REQUIRE OR DEMAND, AS A CONDITION OF EMPLOYMENT, PROSPECTIVE EMPLOYMENT OR CONTINUED EMPLOYMENT, THAT ANY INDIVIDUAL SUBMIT TO OR TAKE A POLYGRAP OR SIMILAR TEST. AN EMPLOYER WHO VIOLATES THIS LAW IS GUILTY OF A MISDEMEANOR AND SUBJECT TO A FINE NOT EXCEEDING $100. For Massachusetts Applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this shall be subject to criminal penalties and civil liability. For Montana Applicants: If hired, the employment relationship is governed by the Wrongful Discharge from Employment Act. Mont. Code Ann. Section 39-2-901. For Rhode Island Applicants: Focus is subject to Chapters 29-38 of Title 28 of the General Laws of Rhode Island and is therefore covered by the state’s workers’ compensation law. If you willfully provide false information about your ability to perform the essential functions of the job, with or without reasonable accommodations, you may be barred from filing a claim under the provisions of the Workers’ Compensation Act of the State of Rhode Island if the false information is directly related to the personal injury that is the basis for the new claim for compensation. The Company complies fully with the Americans with Disabilities Act.

Role Description As a Senior ServiceNow Developer, you play a pivotal role in successfully designing and deploying ServiceNow solutions for our clients. In this role, you will be responsible for designing, configuring, customizing, and implementing ServiceNow applications to meet specific client business requirements. Your technical expertise, attention to detail, and commitment to excellence will contribute significantly to the success of our projects and the satisfaction of our clients. At the senior level, you are expected to work both independently and collaboratively based on project needs. - Solution Discovery & Design: Work closely with Solutions Architects and Business Analysts to understand and document the business outcomes and functional requirements and translate them into effective ServiceNow solution designs. - Technical Implementation: Collaborate with cross-functional teams to implement ServiceNow solutions to align with the designed requirements and ensure solutions meet industry best practices. Develop and maintain complex scripts, business rules, and UI policies. - Data Migration: Support data migration design and activities from legacy systems to ServiceNow, ensuring data accuracy and consistency during the transition. Validate that data is migrated to the most beneficial ServiceNow data structures, leveraging out-of-the-box data schemas before designing custom tables and fields. - Integration Management: Assist architects and senior developers in the integration of ServiceNow with other systems and applications to create seamless end-to-end processes. - Technical Documentation: Create detailed documentation of configurations, customizations, data schemas, and other technical decisions for future reference. - Testing and Quality Assurance: Conduct thorough testing of ServiceNow configurations to validate functionality, data integrity, and user experience. Address any issues and perform necessary adjustments to ensure the solution meets the desired outcomes. - User Training: Support end-user training to ensure a smooth adoption of the implemented solution. - Change Management: Support change management efforts by assisting senior developers, architects, and users during the transition period, addressing inquiries, and resolving issues promptly. - Incident and Problem Resolution: Troubleshoot and resolve technical issues related to ServiceNow implementations. Collaborate with support teams to provide timely resolution to incidents and problems. - Security and Compliance: Adhere to security best practices and ensure that implemented solutions meet relevant compliance requirements. - Continuous Learning: Stay updated on the latest ServiceNow features, enhancements, and best practices to enhance the quality of implementations and maintain expertise in the platform. Continue certification and training process to meet Practice standards and growth areas and contribute to the continued success of the team. - Mentorship: Provide technical guidance to Associate ServiceNow Developers. Support the growth of other Practice members to meet the needs of their role, the business, and future growth opportunities. Share solutions and lessons learned with the Practice. - Collaboration and Communication: Work closely with project managers, other implementation specialists, and stakeholders to ensure seamless project coordination and effective, regular communication, including risks, issues, successes, and overall project status. Qualifications - US Citizenship is required (required by the federal government for this position). - Must be able to obtain a DHS Public Trust clearance. - MUST RESIDE IN THE United States (U.S.) and the work MUST BE PERFORMED in the United States (U.S.), as this work is for a federal contract and laws do apply. - 6+ years of software development experience. - 2+ years of experience implementing ServiceNow solutions. - 1+ years of experience in CSM or ITSM. Requirements - 2+ year experience troubleshooting and resolving technical issues related to ServiceNow implementations. - 1+ years of experience with Portal customization. - 1+ years of experience scripting beyond basic ServiceNow scripts. - 1+ years of experience in Agile Scrum. - Active DHS or DoW government clearance. - 1+ years of experience in App Engine. - Certified in one or more additional mainline certifications, with preference for: - ServiceNow Certified Application Developer - ServiceNow Certified System Administrator - Certified Implementation Specialist – Human Resources - Certified Implementation Specialist – CSM - Certified Implementation Specialist – Discovery - Certified Implementation Specialist – SAM - Certified Implementation Specialist – PPM - Hands-on experience (>480 hours each) configuring or building 5 or more ServiceNow applications. - In-depth knowledge of ServiceNow platform capabilities, modules, and best practices. - Familiarity with ITIL processes and IT Service Management (ITSM) principles. - Strong scripting skills in JavaScript and GlideScript. - Strong technical skills, including workflow configuration, and business rule development. - Experience in customizing UI and creating complex workflows. - An understanding of integration techniques with external systems. Professional Skills - Hands-on experience troubleshooting and resolving technical issues. - Detail-oriented tendencies with excellent problem-solving and analytical abilities. - The ability to work effectively in a team-oriented, collaborative environment. - Excellent communication and interpersonal skills, with the ability to interact with clients and internal teams professionally. - Ability to work in a fast-paced environment. Benefits - Pay range for this position based on full-time employment is: $98,614.00 - $167,644.00.

Role Description We are seeking an experienced ServiceNow Developer to design, develop, and optimize solutions across IT Service Management (ITSM) and HR Service Delivery (HRSD) modules. The role focuses on delivering scalable, user-centric workflows, enabling automation, and supporting enterprise service transformation initiatives. An ideal candidate is a technically strong ServiceNow developer who combines ITSM & HRSD expertise with integration, automation, and user-centric design, while operating within governance and driving toward AI-enabled service transformation. In this role, you will have the opportunity to: - Design, build, and maintain ServiceNow solutions across ITSM (Incident, Problem, Change, Request) and HRSD (Employee Service Center, Lifecycle Events, Case Management). - Configure workflows, Flow Designer, and automation to streamline IT and HR service delivery processes. - Develop scripts (Client Scripts, Business Rules, Script Includes) and UI components to meet business requirements while adhering to best practices. - Build and maintain integrations with third-party systems (e.g., Workday, Azure AD, payroll systems) using REST/SOAP APIs and IntegrationHub. - Enhance self-service portals (Service Portal / Employee Center) to improve usability and adoption. - Ensure data integrity and develop dashboards and reports for ITSM and HR performance tracking. - Follow platform governance standards, support upgrade cycles, and ensure solutions align with ServiceNow architecture and security best practices. Qualifications - Proven experience as a ServiceNow Developer with hands-on delivery in ITSM and/or HRSD modules. - Strong knowledge of JavaScript, ServiceNow scripting, and platform development best practices. - Experience with Flow Designer, IntegrationHub, and Employee Center. - Expertise in REST/SOAP integrations and enterprise system connectivity. - ServiceNow certifications (e.g., Certified System Administrator (CSA) required, CIS - ITSM & CIS - HRSD; CAD preferred). Requirements - Travel Requirements: The role will require occasional travel globally for stakeholder workshops and events. Benefits - Danaher offers a broad array of comprehensive, competitive benefit programs that add value to our lives. - Flexible, remote working arrangements for eligible roles. - Enriching careers, no matter the work arrangement.

Role Description Windward is seeking a highly motivated ServiceNow Senior Business Analyst for ITSM and CSM to play a key role in the successful implementation and adoption of ServiceNow applications across our clients’ organizations. This role bridges business needs and technical solutions — gathering requirements, defining processes, and working closely with developers, architects, and stakeholders to ensure that the ServiceNow solution aligns with organizational goals and industry best practices for both government and commercial clients. The ideal candidate will possess a blend of technical acumen and communication skills. - Support workshops, interviews, and process mapping sessions to capture as-is and to-be workflows. - Support documentation of functional and non-functional requirements for ServiceNow implementations. - Translate business needs into clear, actionable user stories and acceptance criteria. - Partner with ServiceNow developers, architects, and platform owners to translate requirements into configuration, workflows, and automation. - Design, configure, and implement core ITSM capabilities including Incident, Problem, Change, Request, and Knowledge. - Analyze and document existing applications to be transitioned into custom ServiceNow applications. - Participate in sprint planning, backlog grooming, and UAT cycles within an Agile or hybrid delivery framework. - Define and execute test cases; coordinate user acceptance testing and issue resolution. - Support solution design and configuration activities by clarifying requirements, validating prototypes, reviewing workflows, and confirming that ServiceNow ITOM and ITSM solutions align with documented business needs. - Ensure delivered solutions meet defined requirements and quality standards. - Contribute to process documentation, training materials, and continuous improvement initiatives. - Support Agile, Waterfall, and Hybrid development methodologies across diverse client environments. - Provide project updates, status reports, and documentation for decision-making and governance. - Conduct training sessions and create user guides as needed. Qualifications - 5+ years of business analysis experience, with 1+ year focused on ServiceNow implementations. - Strong experience with ITSM, CSM, and one or more additional ServiceNow modules (e.g., HRSD, CSM, SPM, or custom applications). - Familiarity with ServiceNow data structures, tables, and workflows. - Experience producing BA deliverables such as business requirements documents, process flows, user stories, acceptance criteria, requirements traceability matrices, UAT test scripts, and stakeholder sign-off documentation. - Bachelor’s degree or better in Information Systems, Business Administration, Computer Science, or related field. - Project management and/or business process experience in a business context. - Demonstrated experience in requirements gathering, process design, and user story creation in an Agile environment. - Familiarity with Agile, Waterfall, and Hybrid development methodologies. - Strong analytical and problem-solving skills with attention to detail. - Excellent communication, facilitation, and stakeholder management skills. Requirements - ServiceNow Certified System Administrator. - ServiceNow Certified Implementation Specialist (CIS) - ITSM. Benefits - Medical, Dental, Vision. - Flexible Spending Accounts. - Short Term Disability. - Long Term Disability. - Life Insurance and AD&D. - Option to purchase additional Life Insurance and AD&D. - Paid Time Off. - Personal Leave. - Holidays. - 401(k) plan with company match. - Work/life balance. Company Description Windward Consulting is an Elite ServiceNow Partner that delivers real-world Service Reliability solutions using a unique blend of expert process knowledge, technology insight, and deep operational experience. This combination of skills is grounded in a product- and vendor-agnostic approach that enables Windward to serve as a trusted partner to some of the world’s leading businesses and U.S. government agencies. Since our inception in 1997, Windward has supported over 500 clients worldwide and more than 3,500 projects. Our dedication to excellence is reflected in our industry-leading metrics. Windward has a Customer Satisfaction (CSAT) score of 5.0 and an Employee Net Promoter Score (eNPS) of 82, demonstrating our commitment to both client success and employee engagement. We foster a culture of teamwork, innovation, and ongoing learning—empowering our consultants to tackle complex challenges for innovative clients. If you’re passionate about technology and eager to make a difference, Windward is the ideal place to elevate your career.