Senior Systems/Business Analyst (Service Management & ServiceNow)

Expleo•Minneapolis, MN

16h•$71 - $81•Hybrid

About The Position

Trissential is hiring a Senior Systems/Business Analyst to join our client's Service Management organization and support critical initiatives across ServiceNow, process improvement, and service management functions. This is an exciting opportunity to work with business stakeholders, process owners, and technical teams to improve enterprise service management capabilities while influencing how technology solutions are delivered across the organization. This role involves working across ServiceNow platform enhancements, process optimization, and service management transformations, collaborating with executive stakeholders, business leaders, and technical teams in a newly evolving department with opportunities to influence future processes and standards. The role offers exposure to multiple ServiceNow modules and enterprise service management disciplines, contributing to strategic business process improvements that directly impact operational effectiveness in a collaborative environment that values innovation, problem-solving, and continuous improvement.

Requirements

7+ years of Business Analysis, Systems Analysis, or related experience
Experience gathering, analyzing, and documenting business and system requirements
Strong business process analysis and process improvement experience
Experience translating business needs into technical requirements and user stories
Working knowledge of ServiceNow capabilities, architecture, and platform functionality
Experience within Service Management or ITSM environments
Familiarity with Agile methodologies, backlog management, and software delivery lifecycles
Strong stakeholder management and relationship-building skills
Experience facilitating workshops, meetings, and requirements sessions
Excellent communication skills with both technical and non-technical audiences
Ability to work independently while collaborating across business and technology teams
Bachelor's degree in Business, Information Technology, Computer Science, Information Systems, or a related field preferred.
Business Analysis certifications are highly valued
ITIL Foundation Certification preferred
ServiceNow Business Analyst Certification preferred
Agile, Scrum, or related certifications are a plus
Must be currently authorized to work in the United States.

Nice To Haves

ServiceNow Business Analyst experience supporting enterprise implementations
Knowledge of ServiceNow Service Catalog, ITSM, HRSD, SecOps, BCM, SPM, and automation capabilities
ITIL-based service management experience
Project coordination or project management exposure
Experience supporting governance and organizational change initiatives
Process improvement, Lean, or operational excellence experience
Experience working within large enterprise environments

Responsibilities

Gather, document, analyze, and validate business requirements from stakeholders
Facilitate requirements workshops, discovery sessions, and stakeholder interviews
Develop user stories, acceptance criteria, and functional requirements documentation
Conduct current-state and future-state assessments to identify improvement opportunities
Perform value stream analysis and process mapping activities
Translate complex business needs into clear, actionable requirements for technical teams
Build strong relationships with business stakeholders and process owners
Serve as a liaison between business users and IT delivery teams
Facilitate meetings, workshops, demonstrations, and solution reviews
Influence decisions and drive consensus among diverse stakeholder groups
Communicate project status, risks, and recommendations to leadership and stakeholders
Support the intake and prioritization process for new business requests
Align business requirements with ServiceNow platform capabilities and best practices
Partner with development teams to ensure successful solution delivery
Provide guidance on platform governance and ServiceNow standards
Support service management initiatives aligned with ITIL principles
Participate throughout the entire solution lifecycle including requirements, design, testing, implementation, and post-production support
Validate solutions against business requirements and expected outcomes
Support backlog management and Agile delivery processes
Monitor solution effectiveness and identify opportunities for continuous improvement
Assist with governance processes, change management, and operational readiness activities