ServiceNow Business Analyst

Job Title : ServiceNow Business Analyst

Location : Chandler, AZ (Remote only)

Experience Level : Mid-Senior

Experience Required : 5 Years

Education Level : All education levels

Job Function : Information Technology

Industry : Information Technology and Services

Pay Rate : $60 per hour

Skills Required

ServiceNow Business Analyst

ServiceNow Implementation

Process Automation

ITSM, ITOM, CSM, CMDB

ITIL

ServiceNow Certified System Administrator (CSA)

Job Description

As a ServiceNow Business Analyst, you will act as a liaison between business stakeholders and technical teams to ensure the successful implementation and optimization of ServiceNow solutions. You will be responsible for gathering, analyzing, and documenting business requirements and working with development and implementation teams to translate these into technical solutions that meet business needs.

Key Responsibilities

Requirements Gathering & Analysis : Collaborate with business stakeholders to understand their needs and document detailed business requirements for ServiceNow solutions, including ITSM, ITOM, CSM, CMDB, and other ServiceNow modules.

Business Process Mapping : Analyze and map existing business processes, identify areas for improvement, and propose streamlined workflows that leverage ServiceNow functionality.

Solution Design : Work closely with ServiceNow developers and architects to design solutions that meet business requirements, ensuring the alignment of the ServiceNow platform with business objectives and ITIL best practices.

User Stories & Documentation : Develop detailed user stories, process flows, and use cases for ServiceNow configurations, customizations, and integrations.

Configuration Support : Assist in the configuration of ServiceNow applications, including setting up business rules, workflows, forms, reports, and dashboards to meet business requirements.

Testing & Quality Assurance : Coordinate user acceptance testing (UAT), ensuring that solutions are thoroughly tested and meet business expectations before deployment.

Stakeholder Communication : Maintain regular communication with business users and technical teams to ensure alignment on project goals, timelines, and deliverables.

Continuous Improvement : Identify opportunities for continuous improvement and optimization of ServiceNow processes and functionalities based on business feedback and performance metrics.

Training & Support : Provide training and support to end-users on new or enhanced ServiceNow features, ensuring a smooth transition and adoption of new solutions.

Change Management : Help support the change management process for ServiceNow upgrades and enhancements, ensuring proper communication and user readiness for changes.

Required Qualifications

5+ years of experience as a ServiceNow Business Analyst, with at least 3 years specifically focused on ServiceNow implementations and process automation.

Deep understanding of IT Service Management (ITSM), IT Operations Management (ITOM), Customer Service Management (CSM), and CMDB.

Strong ability to analyze business requirements, model processes, and translate them into technical specifications. Proficiency in creating user stories, workflows, and process documentation.

Excellent verbal and written communication skills; strong presentation and facilitation skills.

Proven ability to work with various stakeholders, including business leaders, IT teams, and external vendors.

Strong analytical and problem-solving skills.

Solid understanding of ITIL frameworks, particularly in the context of ServiceNow.

ServiceNow Certified System Administrator (CSA) required.

Preferred Qualifications

Experience working in Agile / Scrum environments.

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

Familiarity with ServiceNow CSM features (Case Management, Customer Portals, Knowledge Management, Omnichannel Engagement).

Familiarity with advanced ServiceNow features like Flow Designer, Virtual Agent, or Performance Analytics.

Experience with data migration and integration projects involving ServiceNow.

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

Healthcare industry / client experience in ServiceNow (big plus).

Experience in large enterprises (e.g., Accenture, Deloitte, PwC, Booz Allen) with interest in smaller / hypergrowth firms.