Business Analyst, ServiceNow - Acton, Mass. or San Diego, CA (Hybrid)
About The Position
The Insulet Senior ServiceNow Business Analyst plays a pivotal role in bridging the gap between business needs and technical solutions. This professional works closely with internal Business Service Owners, Application Owners, and the dedicated ServiceNow team to thoroughly gather, analyze, and articulate requirements. Their responsibilities include designing ServiceNow solutions that address both immediate and strategic goals of the organization. Once requirements are defined, the analyst translates them into detailed, actionable agile stories, complete with precise acceptance and testing criteria to ensure clarity and alignment throughout the development process. In addition to validating the technical feasibility of proposed solutions, the Senior ServiceNow Business Analyst proactively identifies opportunities to optimize and streamline implementation efforts, reducing redundant work and expediting project timelines. The analyst is accountable for continuous communication, regularly updating stakeholders on project milestones, potential risks, and progress toward objectives. This transparency fosters trust and ensures all parties are aligned throughout the project lifecycle. The role further encompasses critical support for User Acceptance Testing (UAT)—the analyst coordinates, documents, and resolves issues to confirm that delivered solutions meet business requirements. Moreover, they participate in change management processes, ensuring that transitions to new systems or workflows are smooth, well-supported, and aligned with organizational change management best practices. This comprehensive approach guarantees that ServiceNow solutions not only meet technical specifications but also deliver measurable value to the business.
Requirements
- 3+ years working as a business analyst building solutions for ServiceNow modules such as ITSM, ITAM, ITOM, HRSD, CSM, Now Assist, ESC, WSD, SAM, HAM, SIR, Health and Safety, Cloud Management, IRM, and/or GRC
- Strong oral and written communication skills
- Proficiency in MS Office Suite + Copilot
- Ability to create Workflow and Swim Lane documentation
- Strong understanding of ITIL frameworks – Service management, Change Management, Configuration Management, and Release Management
- Experience managing relationships, operating procedures, and service level agreements with clients and coworkers
- Experience in test plan creation and execution
- Experience implementing systems using Agile methodologies
- Experience designing and implementing IT and Non-IT related process workflows, procedures, and technical standards
Nice To Haves
- 5+ years’ experience with ServiceNow
- ITIL certification
- ServiceNow Admin certification a plus
- Agile scrum Master certification a plus
Responsibilities
- Meet with stakeholders to define and document ServiceNow solutions that meet business needs and organizational objectives
- Own the relationship with stakeholders to identify, prioritize, model, and document business process and data requirements
- Analyze patterns of business activity to understand demand levels for stakeholder requests
- Ensure business requirements are understood, developed, tested, and delivered to specifications
- Respond to ServiceNow service issues, and administration requests
- Create quality content and documentation for workflows, services, user guides, testing, training, and self-service
- Represent project stakeholders throughout planning, development, and release phases
- Coordinate User Acceptance Testing (UAT)
Benefits
- Medical, dental, and vision insurance
- 401(k) with company match
- Paid time off (PTO)
- And additional employee wellness programs
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
501-1,000 employees
