Associate ServiceNow ITSM Business Analyst

Windward Consulting

19h•Remote

About The Position

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 approach allows Windward to serve as a trusted partner to leading businesses and U.S. government agencies, having supported over 500 clients and 3,500 projects since 1997. The company prides itself on high customer satisfaction (CSAT 5.0) and employee engagement (eNPS 82), fostering a culture of teamwork, innovation, and continuous learning. Windward is seeking an Associate ServiceNow ITSM Business Analyst to play a key role in the successful implementation and adoption of ServiceNow IT Service Management solutions across the organization. This role focuses on understanding business needs, documenting requirements, and supporting solution delivery aligned with organizational goals and best practices across government and commercial clients. The ideal candidate demonstrates high attention to detail, a proactive approach to problem-solving, and a strong desire to continuously learn and expand their ServiceNow expertise.

Requirements

Bachelor’s degree in Information Systems, Business Administration, Computer Science, or related field.
Foundational understanding of IT Service Management processes and concepts.
Experience documenting business requirements, process flows, and user stories.
Strong analytical, organizational, and problem-solving skills.
Clear and professional written and verbal communication skills.
Ability to manage tasks independently while contributing effectively in a team-based environment.
Familiarity with Agile or Scrum delivery methodologies.
ServiceNow Certified Systems Administrator

Nice To Haves

2+ years of business analysis experience, with at least 1 year focused on ServiceNow implementations.
ServiceNow Certified Implementation Specialist – ITSM
Additional ServiceNow certifications in areas such as CSM or SPM
Additional ServiceNow micro-certifications

Responsibilities

Acquire ServiceNow ITSM Certified Implementation Specialist (CIS) certification
Engage with stakeholders to gather, document, and prioritize business requirements related to ServiceNow IT Service Management, including Incident, Problem, Change, Request, and Knowledge.
Support workshops, interviews, and process mapping sessions to capture current-state and future-state processes and workflows
Create clear and well-structured documentation, including process flows, functional requirements, user stories, and acceptance criteria.
Translate business needs into actionable requirements that support ServiceNow configuration, workflow development, and automation.
Collaborate with technical delivery teams to ensure requirements are accurately implemented and aligned with ServiceNow platform capabilities and best practices.
Participate in Agile or hybrid delivery activities, including sprint planning, backlog refinement, and review sessions.
Support testing efforts by preparing and executing test cases, documenting results, and tracking defects through resolution.
Assist with deployment readiness activities, including documentation, training materials, and release support.
Provide day-to-day analytical support throughout the project lifecycle, ensuring solutions meet defined business and quality expectations.