ServiceNow Business Analyst

Job Description

This is a remote position.

About the Opportunity

is supporting a confidential client in the search for a ServiceNow Business Analyst to partner with business stakeholders and technical teams to implement and optimize ServiceNow solutions. Act as liaison between business and technical teams; gather and document business requirements; map and optimize business processes; collaborate with developers and architects on solution design; create user stories and documentation; support configuration of workflows, rules, forms, reports, and dashboards; coordinate UAT; communicate with stakeholders; drive continuous improvement; provide end-user training and support; assist with change management for upgrades and enhancements

ServiceNow Business Analyst (ServiceNow BA)

Location / Eligibility

• Remote-first
• Only candidates located in the MST or PST time zones are eligible
• Occasional, optional travel for key client engagements (reimbursed)
• Engagement Type : Contract-to-hire
• Minimum 6-month contract, with potential for earlier conversion for strong performers

What You’ll Do As the ServiceNow Business Analyst, you will act as a liaison between business stakeholders and technical teams to ensure successful implementation and ongoing optimization of ServiceNow.

Key Responsibilities

Requirements gathering & analysis : Partner with stakeholders to elicit, analyze, and document detailed requirements for ServiceNow solutions (including ITSM, ITOM, CSM, CMDB, and other modules).

Business process mapping : Map current-state processes, identify gaps, and propose improved workflows leveraging ServiceNow.

Solution design partnership : Collaborate with ServiceNow developers / architects to design solutions aligned to business objectives and ITIL best practices.

User stories & documentation : Create user stories, process flows, use cases, and supporting documentation for configurations, customizations, and integrations.

Configuration support : Assist with configuration activities (business rules, workflows, forms, reports, dashboards) to meet requirements.

Testing & QA : Coordinate and support UAT; ensure solutions meet business expectations prior to deployment.

Stakeholder communication : Maintain alignment on goals, timelines, risks, and deliverables across business and technical teams.

Continuous improvement : Identify optimization opportunities based on feedback and performance metrics.

Training & support : Enable end-users through training and post-release support to drive adoption.

Change management support : Support communications and readiness for upgrades and enhancements.

How to Apply

Reply with your resume.

Requirements

Must-Have Qualifications

Experience : 5+ years as a Business Analyst, including 3+ years focused on ServiceNow implementations and process automation. ServiceNow expertise : Strong knowledge of ITSM, ITOM, CSM, and CMDB.

Business analysis capability : Proven ability to translate business needs into technical specifications; strong in user stories, workflows, and process documentation.

ITIL : Solid understanding of ITIL frameworks in the context of ServiceNow.

Certification : ServiceNow Certified System Administrator (CSA) required.

Preferred Qualifications

Experience in Agile / Scrum environments (sprint planning, retrospectives, daily stand-ups).

Knowledge of ServiceNow integrations (REST / SOAP) and data management.

Familiarity with ServiceNow CSM capabilities (Case Management, Customer Portals, Knowledge Management, Omnichannel Engagement—email / chat / virtual agent) and optimizing customer service processes.

Exposure to advanced features (Flow Designer, Virtual Agent, Performance Analytics).

Experience with data migration and integration projects involving ServiceNow.

Understanding of cloud technologies (AWS, Azure) and how they integrate with ServiceNow.