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Job Information

AECOM Senior System Analyst in Taguig City, Philippines

Job Summary

AECOM is seeking an Application Support Specialist-System Analyst, SNOW & Archer System to support Corporate Support Case Management and GRC technologies.

At AECOM, we’re delivering a better world.

We believe infrastructure creates opportunities for everyone. Whether it’s improving your commute, keeping the lights on, providing access to clean water, or transforming skylines, our work helps people and communities thrive.

Our clients trust us to bring together the best people, ideas, technical expertise, and digital solutions to our work in transportation, buildings, water, the environment, and new energy. We’re one global team – 47,000 strong – driven by a common purpose to deliver a better world.

Job Description :

This ServiceNow & Archer System Analyst will manage AECOM’s case management, portal and knowledge base solution using ServiceNow and AECOM’s integrated risk management system using Archer.


  • Assess and understand the issues and challenges of AECOM organization and industry and how the supported applications seek to resolve those issues. Specifically, you will be supporting ServiceNow, a support case management solution and employee portal and Archer, an integrated risk management solution

  • Maintain a detailed understanding of how the applications are developed and configured to meet customer’s business requirements.

  • Independently or in collaboration with the Director, Safety and GBS Systems, work with stakeholders to identify and prioritize minor and major enhancements, and projects.

  • Day to Day Support:

  • Provide support for Employee Case Management and portal systems using SNOW and risk management system using Archer, proactively resolve tickets and issues, troubleshooting and diagnosing system problems.

  • Provide ongoing support for supported systems. Look at opportunities to automate and provide efficiencies to systems. Collaborate with technical and business partners to improve and evolve systems and tools.

  • Work with support resources to ensure that all related systems are monitored and performing as expected. Escalate where needed.

  • Ensure that reported issues are properly tracked and recorded in case & risk management solutions.

  • Identify and escalate where there are issues and delays; facilitate the prioritization of backlogged requests where needed; assess the performance of delivered work.

  • Assess overall system behavior and identify positive/negative trends, and repeat issues.

  • Fulfill ad-hoc application reporting requests or requests for information related to access, or issue resolution.

  • Identify opportunities for improvement and recommend enhancements or projects.

  • Providing support, including procedural documentation and relevant reports.

  • Setting up new users' accounts and profiles and dealing with password issues.

  • For minor and major enhancements:​​​​​​​

  • Define and document requirements for enhancements and submit documented requests for review, assignment and completion to internal development or configuration resources, or 3 rd party providers.

  • Ensure that requirements are well understood developed or configured successfully.

  • Perform and coordinate QA, and facilitate training as needed with end users.

  • Coordinate with team members to deploy changes to the production environment.

  • For project work:

  • Partner with a Project Manager to facilitate requirements, process and functional design review sessions. Support efforts to enable customers to understand the future state vision.

  • Contribute to project work plans – scope, and work effort needed for the Business Analysts contributions. Emphasis on understanding the deliverables needed to achieve project success.

  • Document current state and develop and document future state business process deliverables.

  • Document business requirements taking into consideration the format needed to support the desired technical solution, customer and development team/technology. Demonstrate ability to negotiate requirements among multiple stakeholders.

  • Analyze processes and identify areas for improvement along with possible solutions.

  • Support the successful delivery of projects – ensure that assigned and committed work is completed within given timelines.

  • Contribute to design sessions with technology development team members to define the end state solution. Identify gaps in requirements vs. solution and offer recommendations for resolving. Facilitate resolution of gaps with either business or technical team as needed.

  • Develop and document elements of systems design, including data migration rules, business rules, wireframes, or other detailed deliverables.

  • When applicable and for major projects, lead a team of business analysts to produce work for an assigned project.

  • Independently or in collaboration with QA Team develop and execute test plans and test cases that complement business requirements and functional specifications.

  • Independently or in partnership with a training team develop and execute training plans and document training materials.

  • Contribute to the definition and measurement of planned and realized project benefits.

  • Implementing and supporting the roll-out of new solutions.

  • Provide training where needed to help business users understand and find value in the tools available

  • Maintain awareness of the applications’ vendor roadmaps and support the incorporation of new versions as determined and through either the enhancement or project process.

  • Support general enablement requests: user training (unrelated to systems changes), systems overviews, capability assessments and discussions, etc.

Minimum Requirements

  • 5-10 years’ experience as a System Analyst or related responsibilities (Certified ServiceNow Professional a plus)

  • Experience as business analyst working in current version of ServiceNow (Quebec)

  • Experience working with GRC technologies (Certified RSA Archer Professional a plus)

  • Experience designing and documenting business process workflows, business requirements documents, wireframes, and test cases. Samples may be requested.

  • Generates enthusiasm among team members.

  • Ability to work independently

  • Understands how to communicate difficult/sensitive information tactfully.

Preferred Qualifications

  • Ability to facilitate meetings with stakeholders with competing interests, where you are responsible for driving agreements and decisions, and determining when and how to escalate appropriately.

What We Offer

We will give you the flexibility you need to do your best work with hybrid work options. Whether you’re working from an AECOM office, remote location or at a client site, you will be working in a dynamic environment where your integrity, entrepreneurial spirit and pioneering mindset are championed.

You will help us foster a culture of equity, diversity and inclusion – a safe and respectful workplace, where we invite everyone to bring their whole selves to work using their unique talents, backgrounds and expertise to create transformational outcomes for our clients.

We will encourage you to grow and develop your career with us through our technical and professional development programs and diverse career opportunities. We believe in leadership at all levels. No matter where you sit in the organization you can make a lasting impact on the projects you work on, the teams and committees you join and our business.

We offer competitive pay and benefits, well-being programs to support you and your family, and the development resources you need to advance your career.

When you join us, you will connect and collaborate with a global network of experts – planners, designers, engineers, scientists, consultants, program and construction managers – leading the change toward a more sustainable and equitable future. Join us and let’s get started.

As an Equal Opportunity Employer, we believe in each person’s potential, and we’ll help you reach yours.

Job Category Information Technology

Business Line Geography OH

Business Group Design and Consulting Services Group (DCS)

Country India

Position Status Full Time

Requisition/Vacancy No. 266874BR

Additional Locations PH - Taguig City, 14th Floor, Bonifacio Stopover Corp., RO - Bucharest - 68-72 Polona St

Virtual: No

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.