Business Analyst II - ServiceNow/Information Solutions (Hybrid-Remote)
About The Position
The ServiceNow Business Analyst II serves as the liaison between business stakeholders and the technical development team, ensuring alignment between organizational objectives and platform capabilities. This role is responsible for eliciting, analyzing, and documenting business needs; translating them into clear and actionable functional requirements; and supporting the design of scalable, user-centric ServiceNow solutions. The analyst plays a key role throughout the solution lifecycle, from initial discovery and process mapping to testing, deployment, and post-implementation support. They collaborate closely with business users, developers, architects, and project managers to validate requirements, prioritize enhancements, and ensure solutions meet defined outcomes and industry best practices. In addition, the ServiceNow Business Analyst II champions platform adoption by facilitating training, supporting change management activities, and promoting the effective use of ServiceNow modules across the organization. This role is critical in driving continuous improvement, optimizing workflows, and maximizing the value of the ServiceNow platform.
Requirements
- Bachelor’s degree in Business Administration, Information Systems, Computer Science, or related field, or equivalent experience
- 1–2 years of business analysis experience working with ServiceNow as a user, analyst, or other similar role
- Experience in requirements gathering, documentation, and facilitation, including stakeholder interviews, workshops, and process mapping with tools such as Visio or Miro
- Understanding of project management methodologies
- Knowledge of ServiceNow platform capabilities and core modules [e.g., ITSM, Service Catalog, and Knowledge Management], with some familiarity in ITIL processes such as Incident, Problem, Change, and Request
- Understanding of Agile and Scrum methodologies, along with proficiency in Microsoft Office applications
- Strong communication, facilitation, analytical, and problem-solving skills with the ability to translate technical concepts for non-technical audiences
- Highly organized, detail-oriented, adaptable, and able to manage multiple priorities while maintaining a customer-focused mindset
Nice To Haves
- Preferred certifications such as ServiceNow CSA, ITIL Foundation, CBAP/CCBA/PMI-PBA, or CSM/CSPO, along with experience in modules like HRSD, CSM, or ITOM, process automation, or working in enterprise environments
Responsibilities
- Analyze current business processes and identify areas for improvement
- Conduct stakeholder interviews, workshops, and discovery sessions
- Document business requirements, user stories, and functional specifications
- Create process flows, use cases, and workflow documentation
- Identify gaps between current and future state processes
- Manage requirements traceability throughout the project lifecycle
- Validate requirements and obtain stakeholder sign-off
- Recommend configurations using out-of-box ServiceNow functionality
- Design Service Catalog items, workflows, and forms aligned to business needs
- Participate in technical design sessions and provide business context
- Ensure solutions align with ServiceNow best practices and platform governance
- Identify opportunities for automation and process optimization
- Stay current with ServiceNow product releases and new features
- Develop test plans and test use cases
- Support integration testing and coordinate UAT activities
- Document and track defects through resolution
- Validate that delivered solutions meet requirements and quality standards
- Support go-live readiness and other related activities
- Serve as the liaison between business stakeholders and technical teams
- Facilitate workshops, demos, and review sessions
- Develop training materials and deliver end-user training
- Support change management and user adoption efforts
- Gather user feedback and champion continuous improvement
- Contribute to ServiceNow knowledge base and documentation
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
5,001-10,000 employees
